CUSTOMER SERVICE REPRESENTATIVE 2

Arizona State Government; Phoenix (AZ); On-site; USD 36,000 - 37,000; Full time

Benefits offered by this job

Health insurance

ASRS retirement

Paid holidays

Parental leave

Tuition reimbursement

Job summary

The Department of Economic Security (DES) is seeking a Customer Service Representative 2 in Phoenix to greet visitors, answer calls, and provide information about RSA programs. The role supports front desk operations, case management input, and coordination of travel claims and hiring activities.

Responsibilities include maintaining the front desk, assisting counselors with client follow-ups, and helping with meeting minutes and office supplies. Travel may be required for state business.

Qualifications

• Knowledge of program rules, policies, customer service principles.
• Strong command of English language, grammar, spelling and communication.
• Proficiency with Microsoft Office Suite and basic computer software.

Responsibilities

• Greet visitors, provide customer service, maintain the front desk, interview rooms, and resource room.
• Answer phone calls and refer callers to the appropriate staff, provide information about RSA programs, assist with walk-ins and client appointments, and notify staff of their arrival.
• Prepare outgoing correspondence, assist with distributing and compiling office reports, update huddle board metrics, and process incoming mail and outgoing mail.
• Enter client information into the case management system, scan documents into the case management system, and assist counselors with following up with clients.
• Order office supplies, maintain state vehicles, process travel claims, complete meeting minutes, and assist the program supervisor with hiring.

Skills

Active listening

Effective communication

Data gathering

Tools

Microsoft Office

Job description

DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona.
DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.
DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

Division of Employment and Rehabilitation Services (DERS)
Rehabilitation Services Administration (RSA)
3443 North Central Avenue, Phoenix, Arizona 85012

Posting Details

Salary: $17.5230/ hourly ($36,447.84 annually)

Grade: 15

Closing Date: Open until sufficient resumes are received

Job Summary

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES), we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals that are committed to service, community, and teamwork. To learn more about DES, please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come join the DES Team! The Department of Economic Security, Division of Employment and Rehabilitation Services (DERS) strengthens Arizona communities by bridging and minimizing gaps to employment and independence. DES is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2 with the Rehabilitation Services Administration (RSA). This position is responsible for greeting visitors, answering phone calls, and referring callers to the appropriate staff, providing customer service and information about RSA programs, maintaining the front desk, interview rooms, and resource room. Additional responsibilities include ordering office supplies, maintaining state vehicles, processing travel claims, completing meeting minutes, and assisting the program supervisor with hiring, as well as entering client information into the case management system, scanning documents, and assisting counselors in following up with clients. Travel will be required for State business. 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.] R2-10-207.11).

Job Duties

Essential Duties and Responsibilities include but are not limited to:

• Greet visitors, provide customer service, maintain the front desk, interview rooms, and resource room.
• Answer phone calls and refer callers to the appropriate staff, provide information about RSA programs, assist with walk-ins and client appointments, and notify staff of their arrival to the office.
• Prepare outgoing correspondence, assist with distributing and compiling office reports, update huddle board metrics, and process incoming mail and outgoing mail.
• Enter client information into the case management system, scan documents into the case management system, and assist counselors with following up with clients.
• Order office supplies, maintain state vehicles, process travel claims, complete meeting minutes, and assist the program supervisor with hiring.

Knowledge, Skills & Abilities (KSAs)

Knowledge in:

• Program rules, policies, customer service principles, and related procedures
• The English language, including grammar, spelling, and effective communication
• Administrative procedures, including office systems, file management, and computer software such as Microsoft Office Suite, internet applications, and email

Skill in:

• Active listening and effectively communicating with others
• Gathering information, maintaining case files, and completing complex reports

  Ability to:

  • Operate standard office equipment efficiently
  • Communicate effectively and demonstrate strong reading comprehension

  Pre-Employment Requirements

  • Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
  • 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 Economic Security offers a comprehensive benefits package to include:

  • Affordable medical, dental, life, and short-term disability insurance plans
  • Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
  • 10 paid holidays per year
  • Paid vacation and sick time
  • Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
  • Deferred compensation plan
  • Wellness plans
  • Tuition Reimbursement
  • Stipend Opportunities
  • Infant at Work Program
  • Rideshare and Public Transit Subsidy
  • Career Advancement & Employee Development Opportunities

  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

  State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

  Contact Us

  For questions about this career opportunity, please contact Anthony Haeg at [phone] or email [e-mail]. 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 contacting [phone] or emailing [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation.