DEPT OF TRANSPORTATION

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Customer Service Representative 4 Lead
**Open to CURRENT ADOT EMPLOYEES Only**

Job Location:

Specialized Registration Services

1801 W. Jefferson

Phoenix, AZ 85007

Posting Details:

Salary: 40,207.02 

Grade: 17

Closing Date: 05/04/2026

Job Summary:

As the unit lead and subject matter expert, train new staff and distribute/assign work to ensure quality customer service, performance and productivity, and ensure proper application and compliance with the Fleet Services, Aircraft, International Fuel Tax Agreement (IFTA), the International Registration Plan (IRP) and applicable state and federal laws pertaining to the Motor Carrier Program and Motor Vehicle Division Title and Registration policies and procedures; evaluating and recommending changes to work processes and procedures; produce daily, weekly and monthly reports and provide direct support to the Motor Carrier Supervisors and may serve as backup supervisor; assist staff and customers with the most complex issues; and perform quality assurance checks to ensure CSR transactions are in compliance and processed in an accurate and timely manner.

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:

As Unit Lead, is the primary backup to the supervisors to ensure compliance of unit operations. Train new CSRs, distribute/assign work to ensure quality customer service, performance and productivity of staff, and perform quality assurance checks of CSR transactions to ensure accuracy and compliance, produce various reports.

As the SME, assist CSRs in answering technical problems related to Unit work. Calculate and reconcile fees, research and request refunds for customers, if required.

As the SME, assist CSRs in answering technical problems related to Unit work. Calculate and reconcile fees, research and request refunds for customers, if required.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• ARS Title 28; laws, regulations, policies and procedures mandated by the U.S. Federal Motor Carrier Highway System for USDOT.
• ADOT and MVD policies and procedures pertaining to job functions and employee requirements.
• Aircraft, Fleet, IFTA and IRP requirements.
• MVD forms and their general use and application.
• General knowledge of trucking/motor carrier industry business terminology and practices.
• Working knowledge of various computer hardware, software, databases (mCarrier database, Title & Registration, USDOT, tracking logs, customer database, etc.).
• Microsoft office tools (Word, Excel, Access) and Google Workspace.

Skills in:
• Must have verbal and written communication skills along with professional and interpersonal relations skills.
• Interacting with and assist customers.
• Customer service skills.
• Typing and computer skills to perform data entry and electronic communication.
• Reading and Math/Computation skills to review documents and handle cash room and ARMANI functions and payments received.
• Organizational and time management skills to complete tasks independently or in a group setting.
• Analytical skills to resolve problems that may arise.

Ability to:
• Provide technical expertise to customers and fellow employees.
• Resolve problems and answer questions regarding Fleet Unit Transactions, IFTA licensing, IRP registrations, Aircraft and other Unit functions.
• Operate office equipment, answer phones, draft correspondence in various forms and assist in daily office functions.
• Mul