Customer Service Representative Lead

Overview

DEPT OF TRANSPORTATION

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

CUSTOMER SERVICE REPRESENTATIVE 4 LEAD

Job Location:

Motor Vehicle Administration
1959 S Woodlands Village Blvd Ste. 100A
Flagstaff, AZ 86001

Salary: $45,490.02

Grade: 17

Closing Date: 01/27/26

Under minimal supervision, perform senior level or lead customer service activities in field office; manage the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training, or certification in specialized areas of expertise; train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as backup for the supervisor.

Specialize in identity document verification and advise other CSRs on the procedure to issue credentials to foreign applicants; perform second-level approval/issue credentials; utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation.

Examine, approve, reject, or deny T&R applications and legal documents. Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Process approved application. Return rejected or denied submissions for correction.

Query, update, and/or create records on various databases; examine operator/COL license history; review data for outstanding citations or warrants; determine eligibility for license; inform the customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights.

ARS Title 28 provisions and related directives, rules, regulations, policies, and procedures about licensing of motor vehicle operators and titling and registration of motor vehicles, fraudulent document recognition, voter registration, selective service, and organ donor registration; public and customer relations; fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training, Arizona Version/Level I and Level II; proper incident reporting and investigation procedures.

Google Workspace.

Active listening, critical thinking, reading comprehension, oral and written communication, and problem resolution techniques, actively looking for ways to help people; data entry, retrieval, and analysis skills.

Proficient in the use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests; manage files and records, designing forms, and evaluation of customer satisfaction.

Experience as an MVD Customer Service Representative.

• AAMVA Fraudulent Document Recognition Training.

• Completion of MAX training.

Must have 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.) R).

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

The Arizona Department of Administration offers a comprehensive benefits package…