Customer Service Representative 4

State of Arizona Enterprise Technology (ASET); Tucson (AZ); Hybrid; USD 34,000 - 46,000; Full time

Benefits offered by this job

Sick leave

Vacation with 10 paid holidays per yea

Paid Parental Leave-Up to 12 weeks per

Job summary

State of Arizona Department of Transportation (ADOT) seeks a Customer Service Representative 4 to handle complex driver license records and related inquiries. The role emphasizes accuracy, policy interpretation, and high-volume support across MVD units.

Remote work within Arizona may be available; candidates should meet performance metrics and work with cross‑agency teams to resolve cases efficiently.

Qualifications

• Experience handling complex customer records and issues within MVD/ARS rules.
• Ability to research, interpret policies and provide guidance to internal teams.
• Strong written and verbal communication under pressure.

Responsibilities

• Handle complex customer inquiries on driver records and licenses.
• Provide senior-level guidance and ensure compliance with ARS and MVD directives.

Skills

Research skills

Verbal communication

Reading records

Tools

Google Workspace

Job description

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. Check out a day in the life of our Motor Vehicle Division employees truly thriving! CLICK HERE!

Customer Service Representative 4

Internal to ADOT

Job Location:

MVD DIRECTORS OFFICE ADM
7330 N Shannon Road
Tucson, AZ 85741

Posting Details

Salary: $40,207.02
Grade: 17
Closing Date: August 17th, 2026

Job Summary

MAX Support Level 2 positions are considered subject matter experts with specialized training and perform senior level customer service, responding to a high volume of complex inquiries from MVD Field Offices and MVD Indirect Units; responsible for providing highly technical and specialized instruction in the driver license and title and registration processes and procedures on complex cases; and carrying out tasks that require considerable judgment.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties

Research and advise on complex items involving customer records from various Internal MVD Business Units; identify issues and desired resolution with screen shots to support. Performing as senior level/lead; assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Return rejected or denied submissions for corrective action.

Research, gather, and assist with complex situations that requires MAX support team member to assist with complex issues of a vehicle or driver record, or assisting with AZ MVD Now setup. Review and assess new process to be documented. Answer complex issues for customer records from various MVD offices; problem solve and support customer associates.

Knowledge Of

• A.R.S. Title 13, 28, 41 and the Federal Motor Carrier Safety Administration's (FMCSA) Rules and Regulations.
• MVD policies and procedures.
• National Motor Vehicle Title Information System (NMVTIS), Electronic Lien & Title (ELT), Commercial Driver License Information System (CDLIS), Problem Driver Pointer System (PDPS), State Pointer Exchange System (SPEXS) policies and procedures and MVD organization.
• Applicable MVD software, databases, screens and codes
• Google Workspace.

Skill In

• Research and investigative skills.
• Proficient verbal communication and computer skills.
• Reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.

Ability To

• Effectively communicate with internal and external customers on the policies and procedures that pertains to customer records.
• Understand and apply A.R.S. Titles 13, 28, 41 and Federal Motor Carrier Safety Administration's Rules and Regulations.
• Learn and interpret CDLIS, PDPS, ELT, NMVTIS, SPEXS, policies and procedures and MVD organization.

Selective Preference(s)

Experienced in research and investigative of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 13, 28, and 41.
Also FMCSA's Rules and Regulations. Certified completion of MVD 'Q' Series classes, Authorized Presence class, any other internal customer service and general knowledge classes presented by MVD.

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 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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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.