Customer Service Representative 3 (Triage Customer Service Representative)
Customer Service Representative 3 (Triage Customer Service Representative)
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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 3
(TRIAGE CUSTOMER SERVICE REPRESENTATIVE)
Division of Benefits and Medical Eligibility
Family Assistance Administration (FAA)
Triage Customer Care Center
201 South 3rd Avenue Yuma Arizona 85364
Salary: $17.3500/ Hourly ($36088.00 Annually)
Grade: 16
Closing Date: May 7 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 Triage Customer Service Representative. This position will under minimal supervision be working independently will interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the programs such as Nutrition Assistance (NA) Temporary Assistance for Needy Families (TANF) Medical Assistance (MA) and State Programs administered by the Division of Benefits and Medical Eligibility (DBME). This position will use the state system to record and research complaints on benefit eligibility amount of benefits technical issues notices federal regulations and case statuses. The Triage Customer Service Representative will provide resolution of non eligibility related issues (fair hearings medical emergencies restoration of benefits etc.). This position will confer with customers to gather additional information to resolve complaints or issues explain case facts to customers and offer community or other support options.
Essential Duties and Responsibilities include but are not limited to:
- Assist customers by phone in an inbound call center setting while reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the customers call
- Educate customers of SelfService options and assist with various assigned call types to help the customer with the reason for their call
- Conducts a complete range of eligibility related customer service functions which includes research compile information and analyze policies and procedures to resolve complex customer issues
- Respond to difficult time sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict deescalation in dealing with emotional or irate customers
- Issue EBT Cards following established policy and procedures completion of EBT log and assisting customers
with submitting requests for Electronic Benefits Replacement and process requests to mail Voter Registration forms to customers
Knowledge of:
- Customer service practices and techniques
- English language for sentence structure composition content spelling and grammar
- Program rules regulations policies and procedures and computer systems
Skills in:
- Active listening giving full attention to what other people are saying taking time to understand the points being made asking questions as appropriate and not interrupting at inappropriate times
- Effective time management organization and prioritizing tasks
- Use of computer applications and computer navigation
Ability to:
- Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards
- Service Orientation actively looking for ways to help people.
- Engage critical thinking using logic and reasoning.
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 us Cristal Rodriguez 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 Requests should be made as early as possible to allow time to arrange the accommodation.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
