Cust Svc Rep 2

Arizona Department of Administration • Phoenix, AZ

7d • Onsite

About The Position

The Arizona Department of Agriculture is hiring a 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, administers 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 serves as a primary customer contact across phone, email, mail, and in-person channels, interpreting agency statutes, rules, and procedures to resolve complex technical questions and complaints. It also supports licensing-program operations through research, metrics tracking, reporting, cross-coverage, and continuous-improvement activities. The position requires in-state travel and adherence to applicable driver’s-license requirements when operating a vehicle on State business.

The State of Arizona offers a benefits package that includes sick leave, vacation, 10 paid holidays per year, paid parental leave of up to 12 weeks per year under a pilot program, health and dental insurance, retirement, life insurance, and long-term disability insurance. Optional benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance. State employees participate in the Arizona State Retirement System and the Long-Term Disability program after a 27-week waiting period.

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 conduct basic accounting reconciliation.
• Ability to collect and analyze data and prepare tracking reports.
• Ability to apply state administrative codes, policies, and procedures to resolve technical licensing discrepancies.
• Active listening skills to understand customer inquiries, clarify issues, and gather relevant context.
• Clear verbal, written, and face-to-face communication skills for explaining complex regulatory and licensing requirements.
• Critical thinking and complex problem-solving skills to address licensing discrepancies and customer disputes.
• Time-management and multitasking skills to prioritize competing program demands and manage high-volume requests under deadlines.
• Ability to collaborate across functions with internal specialists and division leads.
• In-state travel is required.
• A current, valid, class-appropriate driver’s license is required for employees operating a motor vehicle on State business, along with required training and acceptable driving-record checks.
• Must successfully pass background and reference checks; employment is contingent on completing the process and the agency’s ability to reasonably accommodate restrictions.
• Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Knowledge of state-government organizational structures, legislative administrative codes, and public-service workflows.
• Ability to format metrics and research data into clear visual charts and spreadsheets to highlight operational trends.
• Ability to guide and cross-train team members on specialized program workflows.
• Conflict-resolution skills for constructively de-escalating challenging customer interactions.
• Supportive certifications, education, or licensure.

Responsibilities

• Evaluate, process, and issue permit and license applications for assigned programs, including Aquaculture, Dairy, Equine, Feed, Meat, Native Plant, and Seed.
• Calculate licensing fees, process customer payments, execute daily cash handling and fee deposits, and perform basic accounting reconciliation.
• Provide cross-coverage and operational support across unit programs.
• Serve as a primary point of contact by phone, email, mail, and in person.
• Interpret agency statutes, rules, procedures, and compliance requirements to respond to technical inquiries and resolve customer complaints or licensing discrepancies.
• Conduct operational research, collect and analyze data, maintain program tracking metrics, and prepare routine reports.
• Participate in continuous-improvement team meetings and perform administrative and operational tasks that support unit goals and continuity.
• Administer, proctor, and record results for technical credentialing examinations in accordance with 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.

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
• Retirement plan
• Life insurance
• Long-term disability insurance
• Optional short-term disability insurance
• Optional deferred compensation plans
• Optional supplemental life insurance
• Arizona State Retirement System defined-benefit plan providing lifelong income upon retirement
• Voluntary deferred compensation program

What This Job Offers

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