Customer Service Representative 2

Arizona Department of Administration • Phoenix, AZ

2d • $20 • Onsite

About The Position

The Arizona Department of Agriculture (AZDA) works to protect the health and safety of consumers while advancing the state's agricultural industry and safeguarding commerce. Its core functions include protecting plants and animals, issuing environmental licenses, and overseeing commerce standards and measurement devices. AZDA is looking for individuals who are committed to serving and supporting farming, ranching, and agribusiness in Arizona.

The Arizona Department of Agriculture (AZDA) is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2. Under general direction of the Central Licensing Unit Supervisor, the Customer Service Representative 2 evaluates and processes complex permit and license applications, manages financial transactions and daily fee deposits, proctors credentialing examinations, and assists customer inquiries across specialized divisions, including Animal Services, Environmental and Plant Services, Pest Management, and Weights and Measures Services.

Requirements

• Review, evaluate, understand, and explain detailed information for statutory requirements and compliance standards.
• Perform mathematical computation for business processes. Calculate license fee structures, process customer payments, and perform daily fee deposits and basic accounting reconciliation.
• Collect and analyze data to generate tracking reports.
• Apply state administrative codes, policies, and operational procedures to resolve technical licensing discrepancies.
• Thorough understanding of customer inquiries, clarify underlying issues, and gather context before formulating solutions.
• Convey complex regulatory and licensing requirements clearly and concisely through verbal, written, and face-to-face interactions.
• Evaluate rules, policies, and operational guidelines to address complex licensing discrepancies and customer disputes.
• Identify regulatory or application discrepancies, gather facts, and develop options to reconcile licensing issues.
• Prioritize competing program demands and manage high-volume customer requests under strict processing deadlines.
• Partner with internal program specialists and division leads to resolve complex regulatory challenges.

Nice To Haves

• Navigate state government organizational structures, legislative administrative codes, and public service workflows.
• Format metrics and research data into clear visual charts and spreadsheets to highlight operational trends.
• Guide and cross-train team members on specialized program workflows to maintain unit operational coverage.
• Apply conflict resolution strategies to defuse challenging customer interactions constructively.
• Supportive Certifications, Education, or Licensure.

Responsibilities

• Evaluate, process, and issue permit/license applications for assigned programs (e.g., Aquaculture, Dairy, Equine, Feed, Meat, Native Plant, Seed); calculate fees and execute daily cash handling/deposits; provide cross-coverage operational support across unit programs.
• Function as primary point-of-contact across phone, email, mail, and in-person channels; interpret agency statutes, rules, and procedures to resolve complex technical inquiries and customer complaints.
• Conduct operational research, maintain tracking metrics for assigned licensing programs, prepare routine reports, and participate actively in continuous improvement team meetings.
• Perform supporting administrative and operational tasks directly aligned with unit goals and continuity.
• Administer, proctor, and record results for technical credentialing examinations per established agency protocols.
• Utilize office software (Microsoft Office, Google Workspace, Adobe Acrobat) and web-based licensing platforms to track data and manage workflows.

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

What This Job Offers

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