Customer Service Representative II

Phoenix, NM - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description: Customer Service Representative II

Location: Phoenix AZ
Agency: Arizona Department of Economic Security (AZDES) Office of the Director (OOD) Office of the Ombudsman (OMB)
Position Type: Staff Augmentation (40 hours/week)
Work Arrangement: Hybrid (First 2 weeks in person for training)
Projected Start Date: 01/26/2026
Posting Close Date: 01/20/2026 5:00 PM (Arizona Time)

Position Overview

The Office of the Ombudsman (OMB) is a unique division within the Arizona Department of Economic Security (DES) responsible for addressing client concerns on behalf of the DES Director. Operating in a confidential neutral and informal manner OMB ensures that public concerns are reviewed understood and directed appropriately.

The Customer Service Representative II will support the Ombudsman team by receiving documenting and routing client concerns submitted via voicemail email and online forms. This role requires strong communication abilities excellent listening skills and high attention to detail. Candidates must be local and available for in-person interviews within one week of posting close and must start within two weeks of offer acceptance.

Work Hours

Business Hours: Monday Friday 8:00 AM 5:00 PM
Shift: 7:00 AM 4:00 PM
Weekend Work: None

Major Responsibilities

Enter customer concerns into Salesforce received through email voicemail messages and online web forms.
Apply critical thinking skills to route concerns to appropriate DES programs.
Research information related to both DES and non DES inquiries.
Listen to and transcribe voicemail messages from DES clients accurately.
Maintain professionalism confidentiality and neutrality in all interactions.
Perform additional duties related to the position as assigned.

Required Skills & Qualifications

Proven experience as a Customer Service Representative or similar role.
Excellent communication interpersonal and problem solving abilities.
Proficiency using Google Suite and related computer applications.
Strong de escalation skills and the ability to remain calm under pressure.
Patience reliability attention to detail and strong time management skills.
Ability to multitask in a fast paced environment.
High school diploma or equivalent.

Key Knowledge Areas

Customer Service
English Language
Clerical practices
Administration & Management

Core Skills

Active Listening
Speaking & Communication
Critical Thinking
Monitoring
Social Perceptiveness
Judgment & Decision Making
Reading Comprehension
Time Management
Problem Solving

Abilities

Deductive & Inductive Reasoning
Clear written and verbal communication
Problem Sensitivity
Comprehension of written and spoken information

Required Technical Skills

Customer service experience
Google Suite proficiency
Problem solving & interpersonal skills
Dependability and attention to detail

Preferred Skills

Experience using Salesforce

Additional Requirements

Local candidates only current location must be listed on the resume.
Candidate must be available for in person interview within 1 week after posting close.
Ability to start within 2 weeks of an offer.
Background check and drug screening conducted through HireRight.
Position is hybrid with the first 2 weeks onsite for training.
Offer is contingent on agency approval and PO issuance.

Job Description: Customer Service Representative II Location: Phoenix AZ Agency: Arizona Department of Economic Security (AZDES) Office of the Director (OOD) Office of the Ombudsman (OMB) Position Type: Staff Augmentation (40 hours/week) Work Arrangement: Hybrid (First 2 weeks in person for tra...