Customer Service Representative

Position: CUSTOMER SERVICE REPRESENTATIVE 2
INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health, safety, and welfare of the employees in the State of Arizona? Apply with us! The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful.

A thriving workforce in Arizona is what we strive for and work towards each day.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

Address:
Claims Division/Administration/File Room Section

800 W. Washington Street, Phoenix, AZ

Posting Details:

Salary: $16.40

Grade: 15

Closing Date:
June 12, 2026

Job Summary:

This position serves a dual role as both a Customer Service Representative and Custodian of Records within the Administrative team of the Claims Division. The primary responsibility is to maintain and manage access to claims records, ensuring accurate and timely fulfillment of requests. Key tasks include verifying, processing, and approving records requests through various channels, including the Industrial Commission of Arizona's on-line Community Portal.

This role requires attention to detail, strong organizational skills, and a commitment to delivering excellent service to internal teams and external stakeholders.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

● Provide assistance to the injured workers, attorneys, paralegals, insurance carriers, or third party administrators reviewing or printing files.

● Process records request for injured workers, attorneys, paralegals, insurance carriers, or third party administrators reviewing by verifying they are an interested party, and have permission to review records.

● Research claim records on the database, microfiche, and/or microfilm.

● Date stamp all incoming mail delivered to the reception desk and distributing to the appropriate division and/or department.

● Create invoices by completing form with claim information, person receiving copies, and calculating the amount of payment.

● Collect payment for invoices.

● Follow up on payments sending a copy of the invoice with a letter requesting payment.

● Update Claims Division database.

● Participates in Arizona Management System (AMS) and daily Huddle board. Attend staff meetings, seminars, conferences, training classes; as indicated.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

● Computer database and view center systems.

● Various divisions' responsibilities within the Agency.

Skills in

● Researching and retrieving information using database and view center systems.

● Verbal and written communication skills sufficient to obtain accurate claims record information

● Basic to good computer and keyboarding skills.

● Good customer service skills

Ability to

● Operate computer database and view center systems.

● Follow written and oral instructions, including policies and procedures.

● Communicate effectively with coworkers and customers.

● Learn basic computer system applications

Selective Preference(s):

The ideal candidate for this position will have:

High School graduate or equivalent (GED).

Pre-Employment Requirements:

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…