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Job: Customer Services Representative 1(Job Id 37417)

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Job Description

04/11/2018 04/13/2018
PHOENIX 31,283.99-31,283.99


Department of Economic Security

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 Services Representative I

Division of Aging & Adult Services

1812 W. Monroe Street

Phoenix, AZ Zip 85007


The Division of Aging & Adult Services is seeking an experienced and highly motivated individual to join our team as a Customer Services Representative.

The position is responsible for entry level customer service activities such as; answering calls to the general information line and providing appropriate referral information for community resources, services and the appropriate level of information regarding Adult Protective Services (APS) cases.

APS Call Center hours of operation are M-F 7:00 AM to 7:00 PM and Saturdays, Sundays and Holidays 10:00 AM to 6:00 PM.


-          Answers APS Hotline calls and monitors call volume

-          Reviews reports and gathers information from reporting sources to determine if concern meets vulnerable/abuse, neglect or exploitation criteria for an APS report

-          Opens reports, assigns priority and routes for assignment

-          Documents information into client information system

-          Utilizes resources to determine accurate information for APS reports and Information and Referrals

-          Delivers reports to stakeholders agencies and departments when appropriate

-          Contacts law enforcement and first responders when appropriate

-          Consults with supervisor for report criteria and priority decisions

-          Attends departmental meetings

-          Performs other duties appropriate to the assignment


Knowledge of:

-          Data systems and call center databases

-          Community information resources

-          Microsoft suite

-          Structure and content of the English language

-          Managing files and records

Skill in:

-          Verbal and written communication

-          Establishing and maintaining interpersonal relationships

-          Interviewing to extract pertinent information and listening via telephone in particular

-          Organization and time management

Ability to:

-          Comprehend and understand written sentences and paragraphs in work related documents

-          Interact in a sensitive and respectful manner

-          Handle a high volume of calls

-          Maintain confidentiality and accurately apply applicable statutes, policies and procedures


-          Previous call center customer service experience, medical and / or medical terminology experience


-          In-state travel may be required. Requires possession of and ability to retain a current, valid state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.). Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed

-          A Level One Clearance Card from the Arizona Department of Public Safety is required to perform the duties and responsibilities of this position, in accordance with A.R.S. 41-1968. A Level One Clearance Card can be applied for up on acceptance of a job offer


 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 call Human Resources at 602-774-5535 for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling 602-771-2870. 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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