Customer Service Representative 2

DEPARTMENT OF AGRICULTURE

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. Customer Service Representative 2 Job Location: Central Licensing Division 1010 West Washington Street, Phoenix, Arizona 85007 Posting Details: Salary: 20.0000 Grade: 15 Closing Date: September 27, 2026 Job Summary: 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. Job Duties: Essential Duties and Responsibilities include but are not limited to: Licensing & Application Processing: 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. Customer Relations, Examination Administration: 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. Operational Research & Performance Metrics: Conduct operational research, maintain tracking metrics for assigned licensing programs, prepare routine reports, and participate actively in continuous improvement team meetings. Auxiliary Operational Support: Perform supporting administrative and operational tasks directly aligned with unit goals and continuity. Examination Administration & Proctoring: Administer, proctor, and record results for technical credentialing examinations per established agency protocols. Software & Database Application: Utilize office software (Microsoft Office, Google Workspace, Adobe Acrobat) and web-based licensing platforms to track data and manage workflows. Knowledge, Skills & Abilities (KSAs): Core Occupational Competencies and Skills Reading Comprehension and Processing: Review, evaluate, understand, and explain detailed information for statutory requirements and compliance standards. Payment & Financial Transaction Processing: Perform mathematical computation for business processes. Calculate license fee structures, process customer payments, and perform daily fee deposits and basic accounting reconciliation. Operational Research & Metrics Compilation: Collect and analyze data to generate tracking reports. Regulatory Interpretation: Apply state administrative codes, policies, and operational procedures to resolve technical licensing discrepancies. Core Foundational Competencies and Skills Active Listening: Thorough understanding of customer inquiries, clarify underlying issues, and gather context before formulating solutions. Multi-Channel Communication: Convey complex regulatory and licensing requirements clearly and concisely through verbal, written, and face-to-face interactions. Critical Thinking: Evaluate rules, policies, and operational guidelines to address complex licensing discrepancies and customer disputes. Complex Problem Solving: Identify regulatory or application discrepancies, gather facts, and develop options to reconcile licensing issues. Time Management & Multitasking: Prioritize competing program demands and manage high-volume customer requests under strict processing deadlines. Cross-Functional Collaboration: Partner with internal program specialists and division leads to resolve complex regulatory challenges. Selective Preference(s): This ideal candidate for this position will have: Public Sector Operational Knowledge: Navigate state government organizational structures, legislative administrative codes, and public service workflows. Data Visualization & Charting: Format metrics and research data into clear visual charts and spreadsheets to highlight operational trends. Cross-Functional Training & Peer Mentoring: Guide and cross-train team members on specialized program workflows to maintain unit operational coverage. Conflict De-escalation: Apply conflict resolution strategies to defuse challenging customer interactions constructively. Supportive Certifications, Education, or Licensure. Pre-Employment Requirements: In-state travel is required. Driver’s License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11). Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions. All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits: The State of Arizona offers a comprehensive benefits package to include: 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 Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement: State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates. Contact Us: For questions about this career opportunity, please contact us at View phone number on click.appcast.io or View email address on click.appcast.io . The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting View phone number on click.appcast.io or View email address on click.appcast.io. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. #J-18808-Ljbffr Arizona State Government