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Job: Customer Service Representative(Job Id 36922)

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Job Description

PHOENIX 23,190.75-31,627.44


Providing Opportunity, Assistance and Care for Arizonans in need!


All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  State employees are highly engaged, collaborative and embrace a culture of public service.

Customer Service Representative

Division of Employment and Rehabilitation Services

3150 E. Union Hills Dr.

Phoenix, AZ 85050



Under general supervision, this position performs customer service functions of moderate difficultly for a unit consisting of Human Service Specialist II’s and a Human Service Supervisor.


-          Greet clients and public to assess the purpose of office visit, and make referrals for DES and community resources

-          Assist clients in preparing for the application process, register client and check for prior history

-          Establish new client file or obtain existing one, including closed, volume, or archived files

-          Mange a high volume of calls and route calls to appropriate staff

-          Photocopy information submitted by client for eligibility process and direct client and information to

-          assigned case manager

-          Prepare incoming and outgoing mail, and maintain office equipment and office supplies

-          Maintain all files transferring in and out of the office, set up system for purging and archiving files, and

-          complete the process in a timely manner


Knowledge of:

-          Business English, spelling, correct grammar, and format of email correspondence/memos

-          Research of files, updating information, and performing varied and complex tasks

-          Customer service/problem resolution techniques

Skill in:

-          Dealing with the public using appropriate tact, resourcefulness, and diplomacy, and supplying services to the public that may fall outside normal clerical functions such as providing customer referrals to community agencies

-          Establishing and maintaining effective working relationships, screening and routing incoming/outgoing correspondence and requests, and communicating accurately both orally and in writing

-          Providing program information, basic rules and regulations and policies and procedures to correctly inform the public


Ability to:

-          Accurately file and maintain records

-          Work with material of a technical and/or confidential nature


-          Have a current, valid state issued driver’s license appropriate to the assignment. Employee is subject to driver’s license record checks and must maintain an acceptable driving record, valid motor vehicle insurance and registration, and must complete any required training (see Arizona Administrative Code R2-10-207.12).

-          Apply for and show proof of receipt of a valid Arizona Fingerprint Clearance Card that meets Level One requirements

-          Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees

-          Be subject to a search of Child Protective Services Central Registry

-          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


 The Department of Economic Security offers a comprehensive benefits package to include: 

-          Sick leave

-          Vacation with 10 paid holidays per year

-          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


Positions in this classification participate in the Arizona State Retirement System (ASRS). 

Please note, enrollment eligibility will become effective after 27 weeks of employment.


If you have any questions please feel free to contact 602-542-3802 for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-364-3981. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.


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