Customer Service Representative

Job Title

Customer Service Representative (CSR)

Phoenix, AZ
Onsite Only Local Candidates Required

The Arizona Department of Economic Security (AZDES), Office of Inspector General (OIG), is seeking three (3) Customer Service Representatives to provide professional front-line support in a fast-paced, legal-focused office environment. This role requires excellent customer service skills, high attention to detail, and the ability to interact professionally with attorneys, legal staff, state personnel, and members of the public.

This is challenging and meaningful work, with a 98% employee retention rate, reflecting a supportive work environment that offers training, guidance, and the opportunity for contract-to-hire employment with competitive benefits.

• Position Type: Staff Augmentation
• Billing Type: Hourly
• Schedule: Monday Friday, 8:00 AM 5:00 PM
• Hours per Week: 40
• Contract Duration: April 20, 2026 June 30, 2026
• Work Location:
  2200 N Central Ave, Suite 100
  Phoenix, AZ 85004
• Onsite Requirement: Required (no remote option)

• Answer and route incoming calls professionally and accurately
• Serve as the initial point of contact for callers and walk-in visitors
• Register parties for hearings by accurately capturing names, phone numbers, and call times
• Respond to inquiries regarding appeal and hearing status for internal and external customers
• Perform research in multiple databases and case management systems
• Document conversations and case updates with a high level of accuracy
• Escalate complex or sensitive case inquiries to Docket Officer Paralegals, Supervisors, or Administrative Law Judges
• Communicate verbally and in writing with appropriate personnel regarding case and hearing status
• Perform secretarial duties, including:
  • Processing mail and faxes
  • Word processing decisions
  • Making copies of electronic records and digital recordings

• Minimum 2 years of customer service experience
• High School Diploma or GED
• Proficiency with Microsoft Office applications
• Strong typing accuracy and attention to detail
• Ability to use a personal computer with multiple applications running simultaneously
• Knowledge of professional conduct, confidentiality, and ethical guidelines
• Excellent verbal and written communication skills
• Strong interpersonal skills and effective decision-making abilities
• Ability to handle diverse and upset customers with tact and diplomacy
• Ability to perform repetitive, detailed work with a high level of accuracy
• Ability to sit for prolonged periods of time without interruption
• Experience with office equipment such as PCs, scanners, and fax machines

Preferred Experience:

• Legal office, secretarial, or administrative support experience
• Phone-based and in-person customer service experience in a professional setting

• Background Check & Drug Screening Required (HireRight must be used)
• Local Candidates Only Resume must clearly list current location
• Candidates must:
  • Be local at time of submission
  • Be available for in-person interviews within one week of posting close
  • Be able to start within two weeks of offer

• Tentative start date is dependent upon successful interviews, completion of onboarding, and issuance of a state PO
• No travel required
• Weekend work not required