Customer Service Representative 4

Customer Service Representative 4

• 544737
• PHOENIX
• DEPT OF TRANSPORTATION
• Full-time
• Closing at: Nov 3 2026 - 23:55 MST

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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 4

• This position is open to current and active ADOT Employees Only*

Job Location:

Address: Motor Vehicle Division

1801 W. Jefferson

Phoenix, AZ 85007

Posting Details:

Anticipated Salary: $40,207.02

Grade: 17

Closing Date: 11/03/2026

Job Summary:

Develop training materials and mentor team members on unit processes. Partner with state entities and external organizations. Implement process improvements using AMS principles. Manage unit workload and reports across OnBase, ShareFile, Crash Report Information System (CRIS) and Records Based Information Solution (RBIS). As the Subject Matter Expert, performs quality control checks, coordinate projects and gather and analyze all crash data, devises data collection methods, works in conjunction with other agencies and organizations in the compilation of information, and interprets data presented in graphic, pictorial and tabular reports.

Job Duties:

Engages in research by gathering all information needed in Crash Report Information System (CRIS) and Records Based Information Solution (RBIS) and the input of the crash and fatal reports from law enforcement agencies. Updates production sheets, manages workload in Sharefile and paper reports.

Process paper and electronic reports, on CRIS and RBIS. Analyzes all information on crash and fatality reports including roadway data, motor vehicle and driver information. Utilize MVD system MAX to verify information as needed. Runs DPS, TraCS, Traffic Records daily to ensure processing.

Process paper and electronic reports, completes quality checks on all staff members keyed reports. Coach and guide staff through corrections that need to be made and answer any questions for better understanding on errors made.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• SQL Database.
• Updating production sheets and workflow based on the department needs.
• Scanning and indexing reports into OnBase.
• Downloading/importing Sharefile reports.
• Updating amended reports.
• Research and statistical analysis techniques.
• All aspects of crash reports.
• Crash Report Information System (CRIS) and Records Based Information Solution (RBIS). Train all new and current staff on the crash report form and crash manuals.
• Automated data storage and retrieval methods, job submissions report processing, math, and statistical and research methodologies.

Skill in:

• Processing manual and electronic reports effectively and in a timely manner.
• Maintain production goals.
• Oral and written communication.
• Identifying work process and problems.
• Resolving issues related to crash and fatality reports.
• Gathering, organizing and analyzing facts and drawing logical conclusions.
• Reviewing and evaluating activities analytically and develop effective plans and methods for improvements.
• Establishing and maintaining effective working relationships.
• Database management, system concept and data extraction from system mainframe files in order to produce requested reports.
• Google Suites and Microsoft.

Ability to:

• Plan and organize the work in the department.
• Coordinate any and all projects.
• Complete given tasks.
• Facilitate solutions to problems affecting the area.
• Communicate orally and written.
• Plan, gather data, organize, and analyze, and draw logical conclusions in the conduct of safety studies and statistical summaries.
• Communicate with governmental organizations, agency personnel and the private sector in order to obtain the, desired objectives.
• Provide technical assistance to agency staff.

Selective Preference(s):

Experience in research and statistical collecting, reporting and methods, ALISS (Accident Location Surveillance System) procedures.

Pre-Employment Requirements:

Background Clearance

This position requires driving or the use of a vehicle as an essential function of the job, and 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.) R2-10-207.11).

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

Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:

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

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us:

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8186 option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8186 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.