Customer Service Representative 1 & 3
State of Arizona Enterprise Technology (ASET) · Phoenix, AZ
- On site
- Full-time
- $41,000 / year
- Phoenix, AZ
Job highlights
- Provide motor vehicle services to the public.
- Process licensing, titling, and permit applications.
- Examine documents for accuracy and validity.
- Collect and balance fees using accounting procedures.
- Participate in process improvement initiatives.
About the role
Customer Service Representative
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!
Job Location:
Motor Vehicle Administration
221 E. Olympic Dr.
Phoenix, AZ 85042
Posting Details:
Salary: $16.0424 - $18.0807
Grade: 13-16
Closing Date: 06/08/2026
Job Summary:
Customer Service Representative 1:
This is a customer service position working with the public to provide motor vehicle services including licensing, titling, testing, and permits at a local MVD field office. This position is responsible for timeliness and accuracy of work products, security, and validation of documents. This position works in coordination with Arizona Revised Statutes and Department of Transportation policies and procedures.
Customer Service Representative 3:
This is a customer service position working with the public to provide motor vehicle services including licensing, titles, testing, and permits at a local MVD field office. This position is also responsible for timeliness and accuracy of work products, security and validation of documents. This position works in coordination with Arizona Revised Statutes and Department of Transportation policies and procedures. This position requires one year of previous Motor Vehicle experience or successful completion of training with adherence to performance standards (typically six months).
Job Duties:
Customer Service Representative 1:
Learn to process credentials and title work which include examining documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures.
Learn to answer customer questions and provide customer service for vehicle or credential records through system research, document review and service history. Data entry and review is required.
Learn to administer testing including operator knowledge and skills testing. Conduct level 1 vehicle inspections to include VIN validation. Capture customers' photo, signature, and application information for credential eligibility/issuance.
Learn to determine, collect, and evaluate fees, use general accounting procedures to balance accounts. Secure and protect all personal identity information (PII) and inventory.
Learn and participate in process improvement activities, including the use and application of process improvement. Identify potential gaps in processes recommending solutions to gain efficiencies, reduce cost, and increase customer service.
Customer Service Representative 3:
Process credentials and title work which include examining documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures.
Answer customer questions and provide customer service for vehicle or credential records through system research, document review and service history. Data entry and review is required.
Administer testing including operator knowledge and skills testing. Conduct level 1 vehicle inspections to include VIN validation. Capture customers' photo, signature, and application information for credential eligibility/issuance.
Determine, collect, and evaluate fees & use general accounting procedures to balance accounts. Secure and protect all personal identity information (PII) and inventory.
Participate in process improvement activities. Identify potential gaps in processes and recommend solutions to gain efficiencies, reduce cost, and increase customer service.
Knowledge Of:
Knowledge, Skills & Abilities (KSAs):
The knowledge or ability to learn ADOT / MVD rules, regulations, processes, and procedures. The ability to execute customer service principles and best practices.
Skills In:
Verbal and written communication with a customer centric focus. Typing or using a keyboard at a rate capable of keeping pace with expected productivity.
Ability To:
Adapt to and embrace a changing environment. Adapt to and embrace changes to processes and procedures. Stand or sit for long periods and work outside when necessary. Excel in an office environment. Operate a PC/computer. Operate proprietary MVD software and other office equipment.
Selective Preference(s):
CSR 1 - Entry level training position, requires no experience.
CSR 3 - One year previous MVD experience in title & registration and/or driver's licenses OR upon successful completion of training and adherence to performance standards (typically within 6 months)
Pre-Employment Requirements:
- Must possess and maintain a valid driver's license.
- Background check and fingerprinting is required.
- 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).
- 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 pilot 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 srecruitment@azdot.gov or phone call at (602) 712-8188 option 2.
Key skills/competency:
- Customer Service
- Motor Vehicle Operations
- Licensing and Titling
- Document Examination
- Data Entry
- Process Improvement
- Public Interaction
- Record Keeping
- Fee Collection
- Government Regulations
Skills & topics
- Customer Service Representative
- Customer Service
- Motor Vehicle
- Licensing
- Titling
- Permits
- Data Entry
- Public Service
- Government Jobs
- Arizona
- Phoenix
- ADOT
- MVD
- Administrative
- Clerical
- Entry Level
- Training
How to get hired
- Tailor your resume: Highlight customer service, data entry, and MVD experience.
- Emphasize relevant skills: Showcase your ability to learn new processes and work with the public.
- Prepare for the interview: Be ready to discuss your customer service approach and problem-solving abilities.
- Review job requirements: Ensure you meet the driver's license and background check criteria.
- Follow instructions carefully: Submit your application accurately and on time.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of a Customer Service Representative at the State of Arizona MVD?
- As a Customer Service Representative at the Arizona MVD, you will be responsible for assisting the public with motor vehicle services. This includes processing licensing, titling, and permit applications, examining documents for accuracy and security, administering testing, collecting fees, and maintaining PII security. The role also involves participating in process improvement activities.
- What is the difference between CSR 1 and CSR 3 positions?
- The CSR 1 position is an entry-level training role with no experience required. The CSR 3 position requires one year of previous Motor Vehicle experience in title and registration or driver's licenses, or successful completion of training within six months. Both roles share core customer service and processing duties.
- What are the key skills needed for this Customer Service Representative role?
- Key skills for this role include strong verbal and written communication with a customer-centric focus, proficiency in typing/keyboarding, adaptability to changing processes, and the ability to learn MVD rules and procedures. Computer operation and familiarity with proprietary MVD software are also important.
- Are there any pre-employment requirements for the Customer Service Representative position?
- Yes, all candidates must possess and maintain a valid driver's license. A background check and fingerprinting are required. Additionally, due to the essential function of driving or using a vehicle, employees must maintain a valid class-appropriate driver's license, complete required training, and pass driver's license record checks. All new hires must also complete the E-Verify program.
- What benefits does the State of Arizona offer its employees?
- The State of Arizona offers a comprehensive benefits package including sick leave, vacation with 10 paid holidays, paid parental leave (pilot program), health and dental insurance, a retirement plan, life insurance, and long-term disability insurance. Optional benefits like short-term disability and deferred compensation plans are also available.
- How can I apply for the Customer Service Representative position with the State of Arizona?
- To apply for the Customer Service Representative position, please follow the application instructions provided in the job posting. For specific questions about the career opportunity, you can contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or by phone at (602) 712-8188 option 2.