Customer Service Representative II

Customer Service Representative II

Location: Phoenix, AZ Schedule: Monday Friday | 8:00 AM 5:00 PM

Position Overview

The Office of the Ombudsman (OMB), a division of the Arizona Department of Economic Security (DES), is seeking a Customer Service Representative II to support the intake and processing of customer concerns submitted to the Director's Office.

This role is responsible for reviewing customer concerns received through phone messages, email, and online submissions, accurately documenting cases in Salesforce, researching issues, and directing concerns to the appropriate DES program. The ideal candidate is patient, detail-oriented, an excellent communicator, and thrives in a customer-focused environment.

Essential Responsibilities

• Enter customer concerns into Salesforce from emails, voicemail messages, and online web forms.
• Listen to and accurately transcribe customer voicemail messages.
• Research customer concerns and determine the appropriate DES program for resolution.
• Use critical thinking and sound judgment to route inquiries efficiently.
• Provide professional and courteous customer service while handling sensitive situations.
• Maintain confidentiality and accurate documentation.
• Perform clerical and administrative support duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• Previous experience in customer service, administrative support, or a similar role.
• Excellent verbal and written communication skills.
• Strong interpersonal and de-escalation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Proficiency with Google Workspace (Gmail, Docs, Sheets, Drive) and general computer applications.
• Ability to research information and solve problems independently.

Preferred Qualifications

• Experience using Salesforce or other customer relationship management (CRM) systems.
• Experience working in government, social services, healthcare, or public assistance programs.
• Experience handling confidential or sensitive information.

Knowledge, Skills & Abilities

Knowledge

• Customer service principles
• Clerical and administrative practices
• English language
• Office procedures and business operations

Skills

• Active listening
• Critical thinking
• Problem solving
• Time management
• Reading comprehension
• Written and verbal communication
• Decision making
• Data entry and documentation
• Customer de-escalation

Abilities

• Multitask while maintaining accuracy
• Prioritize and organize work effectively
• Exercise sound judgment and reasoning
• Communicate clearly both verbally and in writing
• Analyze information and determine appropriate solutions
• Maintain professionalism and confidentiality when working with sensitive customer concerns

Ideal Candidate

The ideal candidate is compassionate, organized, and customer-focused with strong administrative and communication skills. They are comfortable working with multiple systems, accurately documenting customer concerns, and providing excellent service while helping resolve complex issues in a confidential and professional environment.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.