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  • 502564
  • Full-time


The mission of the Department of Liquor Licenses and Control (DLLC) is to protect public safety and support economic growth through the responsible sale and consumption of liquor, and to efficiently license qualified applicants.

Customer Service Representative 1

Job Location:

Address:  800 W. Washington St., 5th Floor

 Phoenix, AZ 85007


Posting Details:

Salary: $13.70/hr 

Grade: 13

Closing Date: OTF

Job Summary:

The Customer Service Representative (CSR) is responsible for performing tasks related to the State of Arizona license application process. Customer service occurs across the broad spectrum of a prospective/existing customer seeking information on available licenses and application process steps through license disposition, and occurs across a multitude of communication methods, to include telephone, in person, and written correspondence

Job Duties:
  • Manages customer walk-ins.
  • Manages telephone calls to the department’s main office number.
  • Accepts and distribute mail.
  • Conducts data entry, forms and file preparation, and completes light processing of licensing documents.
  • Maintains office supplies and notification boards.
  • Other duties as assigned.
Knowledge, Skills & Abilities (KSAs):

Knowledge of:

  • Arizona Management System
  • Office etiquette in a professional work environment.
  • Policy and procedure manuals that guide acceptable workplace behaviors.
  • Use of equipment to complete business methods.
  • De-escalation techniques and managing difficult people.
  • Methods and capabilities to effectively follow verbal and written direction.
  • Complete effective small team collaboration.

Translating knowledge injects into employee high performance outcomes:

  • Complete professional communications and workplace behaviors to promote effective outcomes.
  • Operate computer software and systems to include off the shelf standard business solutions software and department specific legacy systems.
  • Follow written and verbal direction, plus leverage key controlling literature, when completing workplace assignments or engaging in workplace behaviors; seek clarification if unsure on expectations.
  • Use conductive reasoning skills to apply laws, rules and regulations, department licensing process information and tools, and guidance from technical specialist in the field to guide customer actions, administer the liquor license application process, and solve associate problems.
  • Complete typing and data entry (standard and 10 key) task work with outcomes.
  • Apply time management skills to effectively meet deadlines.
  • Apply task prioritization skills to adapt to changing priorities.
  • Be self-motivated; that is, able to work with little to no supervision.
  • Work in a team environment.

Ability to:

  • Plan, analyze, coordinate activities and establish priorities.
  • Execute operating procedures.
  • Techniques of work management.
  • Resolve technical problems.
  • Communicate effectively.
  • Establish and maintain effective working relationships.
  • Meet deadlines and expectations.
  • Deliver professional work outcomes.
  • Leverage the use of written resources where applicable to direct successful business outcomes.
  • Perform in a fast paced environment.
Selective Preference(s):
  • Demonstrated work history in a comparable professional office environment coupled with longevity in assignments and either a college degree (or demonstration of a suitable alternative certificate or professional program).

The Arizona Department of Administration offers a comprehensive benefits package to include:

  • Sick leave
  • Vacation with 10 paid holidays per year
  • 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

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

  • Positions in this classification participate in the Arizona State Retirement System (ASRS).
  • Please note, enrollment eligibility will become effective after 27 weeks of employment.
Contact Us:
  • If you have any questions please feel free to contact Luis Bustamante at Luis.Bustamante@azdoa.gov or at 602-542-6186 for assistance.


All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.