Customer Service Representative

Customer Service Representative 2

Department: Arizona Department of Economic Security

Location: Division of Employment and Rehabilitation Services (DERS), Rehabilitation Services Administration (RSA), 20 East White Mountain Boulevard, Pinetop/Lakeside, Arizona 85929

Salary: $17.53 per hour ($36,447.84 annually)

Grade: 15

Closing Date: Open until sufficient resumes are received

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 training/meetings and for State business. Employees who drive on State business must possess a current, valid class‑appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. They must maintain acceptable driving records and appropriate liability insurance as required by state law.

• Greets visitors, provides customer service, maintains the front desk, interview rooms, and resource room, answers phone calls and refers callers to the appropriate staff, provides information about RSA programs, assists with walk‑ins and client appointments and notifies staff of their arrival to the office.
• Prepares outgoing correspondence, assists with distributing and compiling office reports, updates huddle board metrics, processes incoming mail and outgoing mail.
• Enters client information into the case management system, scans documents into the case management system, assists counselors with following up with clients.
• Orders office supplies, maintains state vehicles, processes travel claims, completes meeting minutes, assists the program supervisor with hiring.

• Knowledge of program rules, policies, customer service principles, and related procedures
• Knowledge of the English language, including grammar, spelling, and effective communication
• Knowledge of administrative procedures, including office systems, file management, and computer software such as Microsoft Office Suite, internet applications, and email skills in active listening and effectively communicating with others
• Skills in following written and verbal instructions
• Skills in gathering information, maintaining case files, and completing complex reports
• Skills in critical thinking and problem‑solving
• Ability to operate standard office equipment efficiently
• Ability to communicate effectively and demonstrate strong reading comprehension

• 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).

• Affordable medical, dental, life, and short‑term disability insurance…