Cust Svc Rep 2

Arizona Department of Administration • Phoenix, AZ

6d • Onsite

About The Position

The Arizona Department of Agriculture is seeking an experienced and motivated Customer Service Representative 2 for its Central Licensing Division in Phoenix, Arizona. Under the general direction of the Central Licensing Unit Supervisor, this position evaluates and processes complex permit and license applications, manages financial transactions and daily fee deposits, proctors credentialing examinations, and responds to customer inquiries across specialized divisions, including Animal Services, Environmental and Plant Services, Pest Management, and Weights and Measures Services.

The role also conducts operational research, maintains program tracking metrics, prepares routine reports, supports continuous improvement efforts, and provides administrative and operational assistance aligned with unit goals. The position requires in-state travel. Employees who drive on state business must maintain a valid, appropriate driver’s license, satisfy required training and record checks, and maintain required insurance when using a personally owned vehicle. Employment is contingent on successfully passing background and reference checks, completing E-Verify, and the agency’s ability to reasonably accommodate any restrictions.

Requirements

• Ability to review, evaluate, understand, and explain detailed statutory requirements and compliance standards.
• Ability to perform mathematical computations, calculate license fees, process payments, make daily deposits, and perform basic accounting reconciliation.
• Ability to collect and analyze data and generate tracking reports.
• Ability to apply state administrative codes, policies, and operational procedures to resolve technical licensing discrepancies.
• Active listening skills to understand customer inquiries, clarify issues, and gather context.
• Ability to communicate complex regulatory and licensing requirements clearly through verbal, written, and face-to-face interactions.
• Critical thinking and complex problem-solving skills to address licensing discrepancies and customer disputes.
• Time-management and multitasking skills to prioritize program demands and manage high-volume customer requests under processing deadlines.
• Ability to collaborate across functions with internal program specialists and division leads.
• Successfully pass background and reference checks.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• A current, valid, class-appropriate driver’s license is required for employees operating a motor vehicle on state business; applicable training and driver record checks are required. Employees using a personally owned vehicle on state business must maintain required liability insurance.

Nice To Haves

• Knowledge of public-sector operations, state government structures, legislative administrative codes, and public service workflows.
• Ability to present metrics and research data through clear visual charts and spreadsheets.
• Experience guiding and cross-training team members on specialized program workflows.
• Conflict-resolution skills to de-escalate challenging customer interactions constructively.

Responsibilities

• Evaluate, process, and issue permit and license applications for assigned programs, including Aquaculture, Dairy, Equine, Feed, Meat, Native Plant, and Seed.
• Calculate fees, process customer payments, handle cash, make daily fee deposits, and perform basic accounting reconciliation.
• Provide cross-coverage operational support across unit programs.
• Serve as a primary point of contact by phone, email, mail, and in person.
• Interpret agency statutes, rules, and procedures to resolve complex technical inquiries, licensing discrepancies, and customer complaints.
• Conduct operational research, collect and analyze data, maintain tracking metrics for assigned licensing programs, and prepare routine reports.
• Participate in continuous improvement team meetings.
• Perform supporting administrative and operational tasks aligned with unit goals and continuity.
• Administer, proctor, and record results for technical credentialing examinations according to agency protocols.
• Use office software and web-based licensing platforms to track data and manage workflows.
• Collaborate with internal program specialists and division leads to resolve regulatory challenges.
• Travel in-state as required.

Benefits

• Sick leave
• Vacation
• 10 paid holidays per year
• Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child (pilot program)
• Health insurance
• Dental insurance
• Arizona State Retirement System participation
• Life insurance
• Long-term disability insurance
• Optional short-term disability insurance
• Optional deferred compensation plans
• Optional supplemental life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed