DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team!

CUSTOMER SERVICE REPRESENTATIVE 4
**Open to CURRENT ADOT Employees Only**

Job Location:

3rd Party Administration

1801 W. Jefferson St.

Phoenix, AZ 85007

Posting Details:

Salary: $40,207.02 

Grade: 17

Closing Date: 09/29/25 11:55p

Job Summary:

The Third Party Administration Help desk staff provides general oversight to all Authorized Third Party (ATP) companies. Prepare program measurements, reports, disciplinary letters, Office Memos, on site coaching summaries and relevant. Travel statewide to conduct on site coaching all ATP locations. Assist with new ATP provider office openings, closures and 90-day support. Review audit reports and participate in audit exit conferences. Provide daily correspondence phone support to maintain effective and efficient customer service for complex driver license, title and registration processing. Investigate customer complaints and resolve problems. Act as Liaison between ATP providers and multiple units within ADOT MVD. Meet the mandated deadline goals and objectives of the program and division. Providing leadership abilities, including the ability to coach, develop and motivate ATPs and their employees in a fast-paced environment. Providing extensive research, analysis to ATPs to ensure staff is knowledgeable and in compliance with all applicable federal, state and local statutes and regulations, including all ADOT MVD procedures, training materials, operation manuals, guidelines and all other directives that ADOT MVD provides in writing. Working collaboratively with internal program areas to provide data and reporting needs.

Job Duties:

Research, analyze complex problems; address questions and/or concerns and customer service. Provide correspondence and on-site coaching to ATP verifying compliance with statute and procedure. Assist with new ATP openings, closures and 90-day support. Assist and guide with complex driver license, Title & Registration procedures and processes.

Serve as primary contact and information resource for prospective and existing companies. Provide a high level of customer service. Develop and maintain positive customer relationships. Provide accurate information through extensive research for ATP providers for complex questions.

Prepare statistical reports. Manage multiple small to medium size projects. Participate in the design and/or test phases of projects. Occasionally contact with customers to evaluate requests for refunds, resolve disputes over complex driver license, title registration procedures and processes.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• Knowledge of ARS Title 28, Arizona Administrative Rules, MVD policies and procedures, systems and relevant statutes.
• Providing customer services, evaluation of office procedures, customer satisfaction resolution.
• Administrative and clerical procedures, advance title and registration and driver license processes, customer relationship management system, OIMS, and other office procedures and terminology equipment applications.
• Proper incident reporting procedures to the OIG.
• Program and office performance metrics, goals/targets and variance reporting.
• Using logic and reasoning to identify the solutions, conclusions or approaches to problems.
• Google Workspace.

Skills in:
• Strong organizational and interpersonal skills.
• Written and oral communication presentation skills.
• Superior customer service.
• Proper business communications, including use of correct spelling, punctuation, and grammar.
• Strong analytical and problem-solving skills.
• Multi-tasking quickly, independently and with flexibility under tight deadlines.
• Telephone and email etiquette.
• Various applications and databases within MVD to maintain company information such as OIMS, Data Link, BlueZone, OnBase, and use of computers with various operating systems.

Ability to:
• Analyze ATP providers work in determining compliance.
• Interpret complex statute, rules, policies, procedures and direction while monitoring third party providers.
• Use mainframe driver license, title and registration, mobile home, mandatory insurance and access databases.
• Maintain a high level of accuracy and confidentiality concerning company and personnel files.
• Recognize and follow escalation procedures and set priorities.
• Handle multiple projects and meet d