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Customer Service Representative 2

  • 508554
  • 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 2

Job Location:

Address:  800 W Washington St., 5th Floor

Phoenix, AZ 85007

Posting Details:

Salary: $32,279 ($15.5187/Hour)

Grade: 15

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:
  • Review and analyze various submissions relative to liquor license applications, the majority of which are received by mail.
  • Contact person(s) making submission where additional information is needed or when information is not applicable; request additional documents and/or better explanations when necessary.
  • Ensure appropriate governmental units receive pertinent documents for posting and receive copy of governmental unit’s opinion as to whether or not they are in opposition to the issuance of the license.
  • Issue license or, if license is protested by the Department and/or the public or if the local governing body disapproves or makes no recommendation, forwarded the file to the State Liquor Board to be set for a hearing.
  • Assisting applicants with submission of applications for various types of liquor licenses; includes reviewing documents (legal, business related, identification, etc.); advise applicants if additional items are needed.
  • Advises immediate supervisor or Licensing Manager when it appears an applicant may not be being completely truthful when completing an application. Also, must advise if applicant(s) have had problems before when licensed.
  • Enter data into Department's database.
  • Review all documents submitted, determine date that should be entered; request additional information if data is unclear, missing or contradictory; maintain database by revising or entering new data as appropriate; work with programmer to revise screens dependent upon statue changes and/or management guidelines.
  • Reviews licensing submissions; examine procedures for updating database and for entering data.
  • Provide input for changes needed in the licensing process, the database and forms used in the licensing process.
Knowledge, Skills & Abilities (KSAs):

Knowledge of:

  • A.R.S Title 4 and associated Rules and Regulations.
  • Agency vision, mission, and the Licensing Sections responsibilities concerning delivering both.
  • Department licensing process steps that aligns with meeting licensing requirements defined by A.R.S Title 4 and associated Rules and Regulations.
  • Arizona Management System and LEAN processes.
  • Department policies and procedures.

Skill in:

  • Reading and understanding complex laws, documents, and verbally providing information.
  • Professional communication and workplace behaviors to promote effective outcomes.
  • Computer software and systems to include off the shelf standard business solution software and department specific legacy systems (e.g. the Department's Licensing Control System (ELLI), a database which includes imaging)
  • Typing speed and accuracy.
  • Time management, task prioritization and to adapt to changing environments.

Ability to:

  • Interpret legal documents such as: leases, wills, quitclaim deeds, loan documents, promissory notes, bankruptcy documents, UCC Forms, management agreements, citizenship documents.
  • 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.
Selective Preference(s):
  • Experience working with e-licensing database system.

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@azliquor.gov or at 602.542.9076 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.