Customer Service Representative

Job Title:

Customer Service Representative II

• 2 Openings: Tucson, AZ 85705
• 3 Openings: Tucson, AZ 85711
• 3 Openings: Tucson, AZ 85714

Work Arrangement: 100% Onsite

Position Type: Contract / Seasonal

Schedule: Full-Time, Monday–Friday

The Customer Service Representative II performs journey-level customer service activities initiated by the general public. This role provides in-person and telephone assistance, processes service requests, resolves customer issues, and ensures accurate handling of records, payments, and transactions while applying discretion and established policies.

• Confer with customers by telephone or in person to provide information about products or services.
• Provide services such as licenses, registrations, titles, permits, or program eligibility information.
• Take or enter orders, cancel accounts, and obtain details of customer complaints.
• Ensure appropriate actions are taken to resolve customer problems.
• Maintain accurate records of customer interactions, transactions, inquiries, and resolutions.
• Resolve service or billing complaints, including refunds, exchanges, or bill adjustments.
• Complete contract forms, change of address records, and service discontinuance orders using computer systems.
• Refer unresolved customer grievances to appropriate departments for further investigation.
• Determine charges for services requested, collect payments or deposits, or arrange for billing.
• Contact customers to respond to inquiries or provide updates on claim investigations or adjustments.

• Perform research, compile information, and analyze policies and procedures to resolve customer issues.
• Use discretion when releasing sensitive or confidential information.
• Periodically handle money receipts, reconcile cash, and prepare or transmit deposits to the bank or state treasurer as required.

• Proven customer service experience in a public-facing environment.
• Ability to resolve difficult customer service complaints or problems.
• Strong communication, organizational, and problem-solving skills.
• Ability to work accurately with cash, records, and computer systems.
• Ability to follow established guidelines and procedures.