Arizona Department of Education

The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.

Customer Service Representative - High School Equivalency (HSE) Services

Job Location:

Adult Education Section
Phoenix Location 

Posting Details:

Salary: $48,000 - $51,000 

Grade: 18

Closing Date: 10/05/2025

Job Summary:

• This position will be responsible for providing customer service and records management for external customers and stakeholders for the AZ High School Equivalency (HSE) System, in compliance with ARS 15-702, AZ HSE Jurisdictional Rules, and agency policies.
• Rare in-state travel may be required for this position.

The Arizona Department of Education currently utilizes a hybrid work environment, with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work in-office up to five days per week as business needs necessitate.

 

Job Duties:

• Responds to customer service and stakeholder requests regarding high school equivalency transcripts and records
• Provides technical assistance to resolve complex and confidential issues for HSE Services
• Maintains accurate and detailed records in secure data management systems
• In collaboration with the HSE Services Manager, reviews and implements Arizona Jurisdictional rules and ADE/AES policies and procedures, and processes related to HSE Services and the Arizona High School Equivalency system
• Provides effective and comprehensive service to ensure customer and stakeholder issues are successfully resolved; and maintains the confidentiality of student/candidate records

Knowledge, Skills & Abilities (KSAs):

Knowledge in:
• Data management systems
• Understanding of confidentiality in maintaining student records and Personally Identifiable Information (PII)
• Effective customer service principles and practices
• Understanding of the High School Equivalency System

Skills in:
• Utilize critical thinking skills and good judgment to respond to HSE inquiries that may include gathering relevant information, applying information to resolve customer service inquiries, and de-escalation of customer and stakeholder situations
• Strong organization skills with attention to detail
• Proficient in Microsoft Office Suite including Excel
• Excellent written and verbal communication skills
• Proficient in maintaining accurate records following agency processes and procedures

Ability to:
• Multi-task with a high-level of accuracy
• Organize and prioritize responsibilities effectively
• Work independently and effective time management skills
• Effectively and respectfully work with various teams
• Deescalate customer services situations
• Understand and apply established policies and procedures
• Effectively communicate to supervisors when appropriate on escalated situations

Selective Preference(s):

• Preference will be given to those applicants with some post-secondary education/course or work/certification and/or bi-lingual Spanish/English speaker.

Pre-Employment Requirements:

Offers are contingent upon successful completion of all background and reference checks, required documents and, if applicable, a post-offer medical/physical evaluation.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The State of Arizona provides an excellent comprehensive benefits package including:

• Affordable medical, dental, life, and short-term disability insurance plans
• Top-ranked retirement and long-term disability plans
• Ten paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-wee