Customer Service Representative 2
Customer Service Representative 2
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Salary Not Disclosed
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Job Description
DEPARTMENT OF ECONOMIC SECURITY
Your Partner For A Stronger Arizona.
DES works with families community organizations advocates and state and federal partners to realize our collective vision: A thriving Arizona.
DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals families and communities for a better quality of life.
CUSTOMER SERVICE REPRESENTATIVE 2
Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
Address: 1032 South Hopi Avenue Parker Arizona 85344
Salary: $16.3500 hourly
Grade: 15
Closing Date: April 10 2025
Would you like to be part of an amazing team that helps Arizonans thrive At the Department of Economic Security (DES) we strength individuals families and communities for a better quality of life. DES is looking for individuals that are committed to service community and teamwork. To learn more about DES please visit des.az: or click on the link hereto view Our DES video. Come Join the DES Team!
If you enjoy helping people and being recognized for your efforts a customer service career at the Arizona Department of Economic Security (DES) is the job for you.
The Department of Economic Security Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative in our Parker Office. This position is the first point of contact in the office. This position under general supervision will screen Medical Assistance (MA) Nutritional Assistance (NA) and Cash Assistance (CA) applications. The member will use the state system to record details of customer interactions complaints or comments as well as details on actions taken to assist the customer. This is an inperson on siteposition.
Essential Duties and Responsibilities include but are not limited to:
- In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow.
- Screen applications for NA Expedite criteria as well as data entering applications.
- Educate customers on Rights and Responsibilities Change Reporting Self Service options and interviewing requirements/process.
- Scan and upload documents into the FAAs Document Management System and FAAs Eligibility System into the appropriate document type.
- May translate or submit translation when appropriate.
- Ordering and storing office supplies and equipment.
- Issue Electronic Benefit Transfer (EBT) cards.
- Ensure the NVRA process is followed.
- Open and date stamp incoming mail.
- Data entering applications.
- Resolve client issues.
- Respond to difficult time sensitive complaints and feedback.
- Refer customers to upper management for unresolved issues.
- Provide conflict deescalation in dealing with irate clients.
- Troubleshooting equipment by contacting the Helpdesk or Resolution center.
- Key ETE information into an automated system accurately and timely for self and as a proxy.
Knowledge of:
- Computer service practices and techniques.
- Administrative office and clerical procedures.
- Problem resolution techniques using logic and reasoning.
Skills in:
- Active listening.
- Good written and oral communication to convey information effectively.
- Effective time management organization and prioritizing tasks.
Ability to:
- Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
- Work independently or collaboratively with a group.
- Adapt to changing environments and new technologies.
- Measure and meet productivity and quality standards.
The ideal candidate for this position will have:
- At least one year experience in a direct contact customer service environment.
- 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: Drivers License Requirements.
- Successfully pass background and reference check; employment is contingent upon completion of the abovementioned process and the Agencys ability to reasonably accommodate any restrictions.
- All newly hire State employees are subject to and must successfully complete the Electronic Employment Verification Program (EVerify).
The Arizona Department of Economic Security offers a comprehensive benefits package to include:
- Affordable medical dental life and shortterm disability insurance plans
- Participation in the Arizona State Retirement System (ASRS) and LongTerm Disability plans
- 10 paid holidays per year
- Vacation time accrued at 4.00 hours biweekly for the first 3 years
- Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
- Sick time accrued at 3.70 hours biweekly
- Deferred compensation plan
- Wellness plans
- Tuition Reimbursement
- Stipend Opportunities
- Infant to Work Program
- Rideshare and Public Transit Subsidy
- Career Advancement & Employee Development Opportunities
- Flexible schedules to create a work/life balance
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona please visit our benefits page
State employees are required to participate in the Arizona State Retirement System (ASRS) the State sponsored retirement contribution plan and the LongTerm Disability (LTD) program after a 27week waiting period. The ASRS defined benefit plan provides for lifelong income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of taxdeferred retirement investments.
On or shortly after your first day of work you will be provided with additional information about the available insurance plans enrollment instructions submission deadlines and effective dates.
For questions about this career opportunity please contact Angelina Clerry ator at .
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Angelina Clerry ator at . Requests should be made as early as possible to allow time to arrange the accommodation.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
