Customer Service Representative High School Equivalency Services
Customer Service Representative High School Equivalency Services
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Job Description
Arizona Department of Education
The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.
Customer Service Representative - High School Equivalency (HSE) Services
Adult Education Section
Phoenix Location
Salary: $48000 - $51000
Grade: 18
Closing Date: 10/05/25
This position will be responsible for providing customer service and records management for external customers and stakeholders for the AZ High School Equivalency (HSE) System in compliance with ARS 15-702 AZ HSE Jurisdictional Rules and agency policies.
Rare in-state travel may be required for this position.
The Arizona Department of Education currently utilizes a hybrid work environment with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work in-office up to five days per week as business needs necessitate.
Responds to customer service and stakeholder requests regarding high school equivalency transcripts and records
Provides technical assistance to resolve complex and confidential issues for HSE Services
Maintains accurate and detailed records in secure data management systems
In collaboration with the HSE Services Manager reviews and implements Arizona Jurisdictional rules and ADE/AES policies and procedures and processes related to HSE Services and the Arizona High School Equivalency system
Provides effective and comprehensive service to ensure customer and stakeholder issues are successfully resolved; and maintains the confidentiality of student/candidate records
Knowledge in:
Data management systems
Understanding of confidentiality in maintaining student records and Personally Identifiable Information (PII)
Effective customer service principles and practices
Understanding of the High School Equivalency System
Skills in:
Utilize critical thinking skills and good judgment to respond to HSE inquiries that may include gathering relevant information applying information to resolve customer service inquiries and de-escalation of customer and stakeholder situations
Strong organization skills with attention to detail
Proficient in Microsoft Office Suite including Excel
Excellent written and verbal communication skills
Proficient in maintaining accurate records following agency processes and procedures
Ability to:
Multi-task with a high-level of accuracy
Organize and prioritize responsibilities effectively
Work independently and effective time management skills
Effectively and respectfully work with various teams
Deescalate customer services situations
Understand and apply established policies and procedures
Effectively communicate to supervisors when appropriate on escalated situations
Preference will be given to those applicants with some post-secondary education/course or work/certification and/or bi-lingual Spanish/English speaker.
Offers are contingent upon successful completion of all background and reference checks required documents and if applicable a post-offer medical/physical evaluation.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business then the following requirements apply:Drivers License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
The State of Arizona provides an excellent comprehensive benefits package including:
Affordable medical dental life and short-term disability insurance plans
Top-ranked retirement and long-term disability plans
Ten paid holidays per year
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
Sick time accrued at 3.70 hours bi-weekly
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan
Wellness plans
Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page
You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment subject to waiting period. On or shortly after your first day of employment you will be provided with enrollment instructions and effective date.
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 calling or emailing Requests should be made as early as possible to allow sufficient time to arrange the accommodation.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
