ICA Job Posting: Customer Service Representative II

Industrial Commission Of Arizona

Customer Service Representative II
Phoenix, AZ

The Industrial Commission of Arizona (ICA) is the agency that administers and enforces state laws relating to the protection of life, health, safety and welfare of Arizona's employees. This includes laws relating to workers' compensation, occupational safety and health, payment of wages, and child labor.

ICA is seeking candidates who will contribute to the Agency’s overall goals and mission, who will achieve results, and who identify and take action to address problems and opportunities.  If you are an individual who demonstrates leadership, integrity, and initiative; we invite you to apply to work with the ICA.

ICA offers a competitive compensation and benefit package as well as programs to assist employees in balancing work and life.

This position is the initial public contact for all Arizona Labor Department business, and as such advises the public about department programs, general Arizona labor laws, and department policies and procedures regarding the filing of wage claims. This position requires the ability to answer a high volume of public inquiries by phone, in person or through claim applications and correspondence. The person in this position accepts applications for wage claims, earned paid sick time (EPST) and minimum wage claims and ensures the application is complete. Complete data entry, create claims files, prepare written notices and drafts default determinations to employers and answers questions regarding the status of claims throughout the claims process. The person in this position will also direct inquiries and questions to other department staff members or to other government agencies as appropriate. The preferred candidate will have the ability to read, write, speak and comprehend Spanish at a professional business level.

As a State of Arizona agency, the ICA offers an excellent benefits package, including top-ranked retirement and long-term disability plans, affordable medical, dental, vision, life and short-term disability plans, 10 paid holidays per year, 13 paid vacation days and 12 paid sick days per year, and a deferred compensation plan option.


Knowledge, Skills, & Abilities

Knowledge needed:

  • Requires comprehensive knowledge of Arizona Labor Department jurisdiction and program information; statutes and rules specifically relating to the payment of wages and the filing of wage claims (A.R.S 23-350 et seq. and A.C.C. R20-5-1001); customer service techniques and basic bookkeeping.

Skills needed:

  • Requires skill in the operation of a personal computer; data entry
  • Microsoft Excel, Word and Access as well as specialized software applications;
  • Applying basic arithmetic computation methods;
  • Applying general laws, rules, regulations, policies and procedures to the wage claim process.

Abilities needed:

  • Requires the ability to communicate with staff and the general public effectively and in a business professional customer service manner both orally and in writing;
  • To work effectively with a diverse public customer base;
  • To interpret and explain rules, regulations, policies and procedures;
  • To work confidentially with discretion;
  • To identify, analyze and resolve customer problems with excellent customer service;
  • Ability to recognize and engage those with different backgrounds, characteristics, and perspectives to bridge gaps in understanding of differing viewpoints, as well as ensuring persons with diverse perspectives are given the opportunity to collaborate and provide input.


Ideal Candidate

  • The ideal candidate will preferably have the ability to read, write, speak and comprehend Spanish at a professional business level.


Application Information

  • All newly hired employees are subject to E-Verify Employment Eligibility Verification.
  • The ICA is an Equal Employment Opportunity employer committed to a diverse and inclusive workforce, and does not discriminate in employment on the basis of race, color, national origin, sex, disability, pregnancy, religion, sexual orientation, genetic information, age or other protected class.  
  • Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. During all phases of the application and selection process, people with a disability may request a reasonable accommodation by contacting the ICA’s Human Resources Department at (602) 542-5559.