Customer Service Representative 1
Customer Service Representative 1
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Job Alert
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$ 25509 - 32853
1 Vacancy
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 1
Child and Community Services Division (CCSD)
316 West Fort Lowell Road Tucson Arizona 85705
Salary: $25509 $32853
Grade: 13
Closing Date: April 11 2025
Would you like to be part of an amazing team that helps Arizonans thrive At the Department of Economic Security (DES) we strengthen individuals families and communities for a better quality of life. DES is looking for individuals who are committed to service community and teamwork. To learn more about DES please visit des.az; or click on the linkhere to view Our DES video. Come Join the DES Team!
DES is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 1 (CSR 1. Priority functions for this position include: Greet clients/public and assess purpose of visit. Provide excellent service that may fall outside of clerical function parameters such as providing referrals to customers for community resources. This may involve solving difficult customer service complaints/issues facetoface or over the phone. Assist clients to prepare for the application process by reviewing documents for completeness. Photocopy and date stamp information submitted by customer for eligibility process. Register application check for prior client history in Arizona Child Care Automated Tracking system (AzCCATS). Respond to a high volume of incoming calls route calls and messages to appropriate specialist or supervisor. Maintain a professional and composed demeanor when working with upset customer either facetoface or on the phone. Processing and distribution of all incoming mail or information that is scanned emailed or faxed. Prepare and follow procedures for cases being transferred in and out of the office. Maintain office equipment and ensure office supplies are adequate and other duties as assigned.
Essential Duties and Responsibilities include but are not limited to:
- Greet clients/public and assess purpose of office visit
- Make referrals for DES and community resources
- Register application and check for prior client history in AzCCATS
- Manage a high volume of incoming calls
- Direct client and information to the assigned/appropriate case manager
- Open date stamp and distribute all mail (U.S./Interoffice/scanned/emailed/fax) Prepare outgoing mail according to office procedures
- Prepare cases being transferred in and out of the office
- Set up systems for purging files complete process timely and prepare for archives according to DES policy
Knowledge of:
- Program rules policies and procedures
- Performing varied and complex tasks
- Office policies and procedures sufficient to perform tasks
- Style and format of email correspondence/memos
- Business English spelling correct grammar
- Research of files or updating information
- Customer service technique/problem resolution techniques
- Basic knowledge of various computer software programs
Skills In:
- Establish and maintain effective working relationships
- Dealing with the public using appropriate tact resourcefulness and diplomacy
- Operating informationprocessing equipment
- Provide program information basic rules and regulations policies and procedures
- Communicate accurately both orally and in writing
- Provide resolution of difficult customer service complaints/issues
- Supplies a service to the public that may fall outside of normal clerical function parameters such as providing customer referrals to community agencies
- Determine priority of tasks
- Screening and routing incoming and outgoing correspondence and requests
Ability to:
- Accurately utilize office machines equipment (printers/scanners copy machines postage machines) and computers
- Accurate filing and maintenance of records
- Work with material of a technical and/or confidential nature
This ideal candidate for this position will have:
- Bilingual is highly desired
- If this position requires driving or the use of a vehicle as an essential function of the job then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current valid classappropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C. R210207.11.
- Successfully pass background and reference checks; employment is contingent upon completion of the abovementioned process and the agencys ability to reasonably accommodate any restrictions.
- All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility 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 at Work Program
- Rideshare and Public Transit Subsidy
- Career Advancement & Employee Development Opportunities
- Flexible schedules to create a work/life balance
By providing the option of a fulltime or parttime remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot programhere. 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 us Yolanda Knori ator .
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 Yolanda Knori ator . Requests should be made as early as possible to allow sufficient time to arrange the accommodation.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
