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)
290 East La Canada Boulevard Avondale Arizona 85323
Salary: $16.3500/hourly
Grade: 15
Closing Date: 05/05/2025
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 or click on the link here to view Our DES video. Come Join the DES Team!
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 2 in our Avondale 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 onsite position.
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.
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.
Issue EBT cards.
Ensure the NVRA process is followed.
Open and date stamp incoming mail.
Data entering applications.
Resolve client issues.
Responds to difficult time sensitive complaints and feedback.
Refer customers to upper management for unresolved issues.
Provide conflict deescalation in dealing with irate clients.
Prepare monitor and submit reports.
Ordering and storing office supplies and equipment.
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:
Customer service practices and techniques.
Administrative office and clerical procedures.
English language for sentence structure composition content spelling and grammar.
Program rules regulations policies and procedures and computer systems.
Problem resolution techniques using logic and reasoning.
Skills in:
Active listening.
Negotiation and problem resolution.
Good written and oral communication to convey information effectively.
Effective time management organization and prioritizing tasks.
Use of Google Workspace.
Identifying alternative solutions.
Ability to:
Measure and meet productivity and quality standards.
Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
Professionally interact with all levels of personnel and customers.
Engage critical thinking using logic and reasoning.
Multitask and work under competing priorities.
Work independently or collaboratively with a group.
Adapt to changing environments and new technologies.
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 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
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 Renee Maurer 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 Renee Maurer 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
