Customer Service Representative 4

State of Arizona Enterprise Technology (ASET); Phoenix (AZ); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Sick leave

Vacation with holidays

Paid Parental Leave

Health and dental insurance

Retirement plan

Life insurance

Long-term disability

Job summary

ADOT is seeking a Customer Service Representative 4 to lead a busy field office in Phoenix, handling high-volume transactions with accuracy and resolving complex customer inquiries. The role includes training new hires and supporting daily operations, with potential backup duties for supervision and vehicle-related tasks.

Must possess knowledge of field office processes, fraud awareness, and strong Excel/Office skills; background in motor vehicle services is preferred.

Qualifications

• Experience with high-volume field office transactions.
• Ability to train new hires and support staff.
• Knowledge of ARS Title 28 provisions and related directives.
• Experience with MVD processes and customer service.

Responsibilities

• Process a high volume of field office transactions, including exams and vehicle inspections for customers with minimal errors.
• Provide training and assistance for new hires and tenure staff; conduct daily huddles and support office in problem solving to improve customer experience.
• Support supervisor or manager with daily field office management, customer escalations, coaching, accounting, data collection and reporting.

Job description

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona.

Customer Service Representative 4

This position is open to Internal ADOT employees only

Job Location

PHOENIX SOUTH MOUNTAIN

221 E. Olympic Drive

Phoenix AZ 85042

Posting Details

Salary: $40,207.02

Grade: 17

Closing Date: August 30, 2026

Job Summary

Lead the field office in serving customers by processing high volume of transactions with minimal errors; assist in complex customer transactions, inquiries and complaints that require extensive knowledge in field office transactions; provide training on field office transactions for new hires and underperforming staff; support the field office in problem solving efforts; serve as a backup for supervisor or manager when one is not available on customer escalations, subordinate coaching, accounting and overall daily management tasks. May serve as backup supervisor. May be required to operate a state vehicle.

Job Duties

• Process a high volume of field office transactions, including exams and vehicle inspections for customers with minimal errors.
• Provide training and assistance for new hires and tenure staff. Conduct daily huddles and support the office in problem solving efforts to improve the customer experience.
• Support supervisor or manager with daily management of a field office by assisting in customer escalations, subordinate coaching, accounting, data collection and reporting.

Knowledge Of

Knowledge, Skills & Abilities (KSAs):

• ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and titling and registration of motor vehicles.
• Voter registration, selective service and organ donor registration.
• Public and customer relations.
• Fraudulent document recognition with successful completion of American Association of Motor Vehicle Administrators (AAMVA) Fraudulent Document Recognition Training, Arizona Version/Level I and Level II.
• Proper incident reporting and investigation procedures.
• Google Workspace.

Skill In

• Active listening.
• Critical thinking.
• Reading comprehension.
• Oral and written communication.
• Problem resolution techniques, actively looking for ways to help people.
• Data entry, retrieval and analysis skills.

Ability To

• Proficient in the use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver test.
• Manage files and records.
• Designing forms and evaluation of customer satisfaction.

Selective Preference(s)

• Experience as MVD Customer Service Representative.
• AAMVA Fraudulent Document Recognition Training.
• Completion of MAX Training.
• Continuous Improvement Training (AMS).

Pre-Employment Requirements

This position requires driving or the use of a vehicle as an essential function of the job and the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

Background and Fingerprint clearance.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [e-mail] or phone call at [phone] option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling [phone] option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.