Job Description: Customer Service Representative 2

Location: Benson, AZ
Agency: Arizona Department of Economic Security (AZDES) DBME
Position Type: Staff Augmentation
Hours: 40 hours/week (Day Shift, 8:00 AM 5:00 PM)
Projected Start Date: February 2, 2026
Projected End Date: January 18, 2027
Education Requirement: High School Diploma
Career Level: Entry Level
Work Location: Onsite 595 S. Dragoon St., Benson, AZ 85602
Local Candidates Only

The Arizona Department of Economic Security (AZDES), Division of Benefits and Medical Eligibility (DBME), is seeking a Customer Service Representative 2 to support front-line customer service operations. This position involves interacting with the public both in person and over the phone, performing customer assistance functions, and supporting agency service delivery.

The ideal candidate is dependable, detail oriented, and experienced in resolving customer issues in a professional and policy compliant manner.

• Respond to customer inquiries in person or by phone regarding services, program eligibility, licenses, permits, registrations, and related information.
• Enter customer information, process applications, cancel accounts, and update records accurately.
• Investigate and resolve customer concerns, including service or billing issues; issue refunds, adjust accounts, and make corrections as needed.
• Maintain detailed records of interactions, complaints, actions taken, and pending requests.
• Ensure all customer concerns are addressed and appropriate follow up actions are completed.
• Refer unresolved or complex issues to designated departments for further investigation.
• Prepare forms such as change-of-address, account updates, discontinuance orders, and other service-related documents.
• Determine service charges, collect deposits or payments, and process billing arrangements.
• Contact customers regarding claims, case updates, or required adjustments.
• Perform money-handling duties including adding receipts, reconciling cash, and preparing daily deposits for the bank or state treasurer's office.
• Apply established guidelines, policies, and procedures to ensure accurate and compliant customer service delivery.

• Ability to follow established guidelines and procedures
• Experience providing customer service in a public-facing environment
• Skill in solving complex or difficult customer service issues
• Strong communication, organization, and documentation abilities
• Ability to maintain confidentiality and use discretion when releasing information

• Bilingual (English/Spanish preferred)

• Local candidates only Resumes must clearly state current location.
• Candidates must be available for in person interviews within 1 week of posting close date.
• Must be able to start within 2 weeks of receiving an offer.
• Background check and drug screening completed through HireRight.
• Position requires passing applicable security protocols.