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 3

Job Location:

Communications

1360 S. Stocker Dr.

Tucson, AZ 85710

Posting Details:

Salary: $18.0807/HR 

Grade: 16

Closing Date: 02/03/2026

Job Summary:

Under general supervision, provide accurate, courteous and excellent customer service in a timely manner to applicants for titling and registration (T&R), driver licenses, mandatory insurance, etc. ensuring conformance to all applicable statutes, Title 28 Transportation laws, rules, regulations, MVD policies and procedures, respond to inquiries from the general public, examine documentation to determine or clarify information, financial responsibility verifications and updating insurance information and driver license credentials; verify and interpret motor vehicle records, examine legal documents, and provide accurate information, both written and verbal. Resolve problems and questions
presented by agency staff both internal and external; operate a computer for data storage and retrieval, balance drawer nightly; confer with Leads and Supervisors to determine actions to be taken and to make appropriate decisions for resolution for difficult problems and/or questions.

Job Duties:

Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents; by verbal instructions via phone and e-mail application to assure compliance with the ARS and MVD; process approved requests and return rejected or denied submissions for
correction and further information.

Query, update and/or create computer records; review data for outstanding citations or warrants; determine eligibility for a driver license, inform licensee of outstanding violations on record; recommend action for correction; analyze historical records, including the National Register; and evaluate for reinstatement rights.

Research/analyze problem cases; determine steps necessary to achieve eligibility and compliance; respond to all inquiries; provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance; assure positive, professional, expeditious public service.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• Knowledge of ARS Title 28.
• MVD Operational policies and procedures and MVD organization.
• Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and applicable MVD software, databases, screens and codes.
• Public relations, office practices, problem resolution techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Computer use to reference policies and memos and assist customers using MVD web-based programs and applications.
• Google Workspace.

Skills in:
• Proficient skills in verbal and written communication.
• Computer skills.
• Reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
• Correctly interpreting and applying rules, policies and procedures.

Ability to:
• Communicate effectively in providing an appropriate level and extent of required information.
• Handle high volume calls.
• Operate computer, copier, credit card machine and telephone systems.

Selective Preference(s):

Two years' experience in a customer service environment.

Pre-Employment Requirements:

Background and Fingerprint clearance required.

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 maintai