Customer Service Representative 4 Lead

State of Arizona • Phoenix, AZ • 4h ago

Job No: 541625

Work Type: Full-time

Location: PHOENIX

Categories: Administrative Support/Customer Service,Education/Training

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

CUSTOMER SERVICE REPRESENTATIVE 4 LEAD

Open to current ADOT EMPLOYEES Only

Job Location:

Motor Vehicle Administration

20626 N. 26th Ave.

Phoenix, AZ 85027

Posting Details:

Salary: 40,207.02

Grade: 17

Closing Date: 06/18/2026

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.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

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.

Skills 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:

Use electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents

Use various systems and administration of written driver tests.

Manage files and records.

Design forms and evaluate 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:

Must possess and maintain a valid Driver's License.

Background and Fingerprint clearance.

If this position requires driving or the use of a vehicle as an essential function of the job, then 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).

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

Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:

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 (https://hr.az.gov/about/resources/family-leave-expansion) . For a complete list of benefits provided by The State of Arizona, please visit our benefits page (https://benefitoptions.az.gov/jobseekers)

Retirement :

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

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 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 (602) 712-8188 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.

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