Job Description: Customer Service Representative 2

Location: Prescott Valley, AZ (On Site)
Agency: Arizona Department of Economic Security (AZDES) Division of Benefits & Medical Eligibility (DBME)
Address: 3262 Bob Dr. STE 1, Prescott Valley, AZ 86314
Position Type: Staff Augmentation
Hours: 40 hours/week (Day Shift, 8:00 AM 5:00 PM)
Projected Start Date: 02/02/2026
Projected End Date: 01/18/2027
Minimum Education: High School Diploma
Travel Required: No
Security Requirement: Yes (Background Check & Drug Screening via HireRight)

The Customer Service Representative 2 provides front line assistance to the public by answering questions, processing requests, resolving complaints, and supporting customers with services related to licenses, registrations, permits, billing issues, and program eligibility. This role requires strong communication, attention to detail, and the ability to follow established procedures while providing high quality service.

Candidates must be local to the Prescott Valley area, available for in-person interviews within one week of posting close, and capable of starting within two weeks of an offer.

• Interact with customers by phone or in person to deliver information on programs, services, permits, or eligibility requirements.
• Process customer requests including orders, account updates, cancellations, and inquiries.
• Investigate and resolve customer complaints related to services, billing, or account issues.
• Ensure appropriate corrections or adjustments are made to resolve customer problems.
• Maintain accurate records of customer interactions, inquiries, complaints, transactions, and resolutions.
• Issue documents such as change of address forms, service discontinuation orders, and other records using computer systems.
• Refer unresolved or complex customer issues to appropriate departments for further review.
• Calculate and collect payments, deposits, and fees when applicable.
• Contact customers regarding claim updates, required actions, or results of investigations.
• Occasionally handle money receipts, reconcile daily totals, prepare deposits, and transmit funds to the bank or state treasurer's office.
• Apply established guidelines, policies, and procedures to ensure compliant and accurate service delivery.

• Ability to follow established guidelines and procedures
• Strong customer service experience
• Ability to resolve difficult customer complaints or problems
• Professional communication (verbal & written)
• Accuracy in record keeping and data entry
• Ability to work in a structured, fast paced environment

• Bilingual (English/Spanish preferred)

• Tentative start date is dependent on interview completion, onboarding, and PO issuance.
• Local ONLY candidates will be considered. Resumes must list current location.
• Candidates must be fully available for on site work and meet all security requirements.