Customer Service Representative 4

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

About the role

MAX Support Level 2 positions are considered subject matter experts with specialized training and perform senior level customer service, responding to a high volume of complex inquiries from MVD Field Offices and MVD Indirect Units. This role is responsible for providing highly technical and specialized instruction in the driver license and title and registration processes and procedures on complex cases, and carrying out tasks that require considerable judgment.

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.

Responsibilities

• Research and advise on complex items involving customer records from various Internal MVD Business Units; identify issues and desired resolution with screenshots to support.
• Perform as senior level/lead; assure compliance and conformance to ARS and MVD directives, rules, regulations, policies, and procedures.
• Return rejected or denied submissions for corrective action.
• Research, gather, and assist with complex situations requiring MAX support team member intervention for vehicle or driver record issues, or assisting with AZ MVD Now setup.
• Review and assess new processes to be documented.
• Answer complex issues for customer records from various MVD offices; problem solve and support customer associates.

Requirements

• Knowledge of A.R.S. Title 13, 28, 41 and the Federal Motor Carrier Safety Administration's (FMCSA) Rules and Regulations.
• Knowledge of MVD policies and procedures, National Motor Vehicle Title Information System (NMVTIS), Electronic Lien & Title (ELT), Commercial Driver License Information System (CDLIS), Problem Driver Pointer System (PDPS), State Pointer Exchange System (SPEXS) policies and procedures, and MVD organization.
• Proficiency in applicable MVD software, databases, screens, codes, and Google Workspace.
• Research and investigative skills.
• Proficient verbal communication and computer skills.
• Ability to read records and resolve complex issues under stressful conditions with customer records or policy interpretation.
• Ability to effectively communicate with internal and external customers on policies and procedures pertaining to customer records.
• Ability to understand and apply A.R.S. Titles 13, 28, 41 and Federal Motor Carrier Safety Administration's Rules and Regulations.
• Ability to learn and interpret CDLIS, PDPS, ELT, NMVTIS, SPEXS policies and procedures, and MVD organization.

Qualifications

Selective preference for candidates with:

• Experience in research and investigative analysis of Motor Vehicle Records (MVR) pertaining to A.R.S. Titles 13, 28, and 41, and FMCSA's Rules and Regulations.
• Certified completion of MVD 'Q' Series classes, Authorized Presence class, and other internal customer service and general knowledge classes presented by MVD.

Pre-Employment Requirements

• This position requires driving or the use of a vehicle as an essential function. Employees must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and 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 must maintain the statutorily required liability insurance.
• Background clearance.
• All newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave: Up to 12 weeks per year for a newborn or newly-placed foster/adopted child (pilot program)
• Health and dental insurance
• Retirement plan (mandatory participation in the Arizona Retirement System - ASRS)
• Life insurance and long-term disability insurance
• Optional employee benefits including short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right.

Pay

$40,207.02

Location: MVD Directors Office, 7330 N Shannon Road, Tucson, AZ 85741

Closing Date: August 17th, 2026