Customer Service Representative 2

Job Description – Customer Service Representative 2Location: Tucson, Arizona Position Type: Staff Augmentation | Onsite Duration: June 2026 – June 2027Position SummaryThe Customer Service Representative 2 provides frontline customer support to the public by phone and in person. The role involves handling customer inquiries, resolving complaints, processing service-related requests, maintaining records, and ensuring compliance with agency procedures and policies. Candidates should possess strong communication, problem-solving, and customer service skills in a fast-paced environment.Key ResponsibilitiesAssist customers by phone or in person with questions regarding services, eligibility, licenses, registrations, permits, and related programs.Handle customer complaints and resolve service or billing issues professionally.Research customer concerns and analyze policies/procedures to provide appropriate resolutions.Maintain accurate records of customer interactions, inquiries, complaints, and actions taken.Process forms, address changes, service requests, and account updates using computer systems.Refer unresolved issues to appropriate departments for further investigation.Collect payments, reconcile cash receipts, and prepare daily deposits when required.Contact customers regarding investigations, claims, adjustments, or service updates.Follow established state agency guidelines and procedures while handling confidential information.Required SkillsCustomer service experienceAbility to follow established guidelines and proceduresExperience resolving difficult customer complaints/problemsStrong verbal and written communication skillsBasic computer/data entry skillsAbility to work in a high-volume public-facing environmentPreferred SkillsBilingual communication skillsEducation RequirementHigh School Diploma or equivalentWork ScheduleMonday–Friday8:00 AM – 5:00 PMNo weekend workAdditional RequirementsLocal Tucson candidates onlyMust be available for in-person interviews within 1 week after posting closesMust be able to start within 2 weeks of offerBackground check and drug screening required through HireRightSecurity clearance requiredIdeal Candidate ProfileThe ideal candidate will have prior customer-facing experience, strong conflict-resolution abilities, attention to detail, and the ability to manage sensitive information while maintaining professionalism and accuracy in a government service environment.