Customer Service Representative 3

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 or click on the link here to view Our DES video. Come Join the DES Team!

As a senior level Customer Service Representative (CSR) 3 under minimal supervision 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). Will use the state system to record and research complaints on benefit eligibility amount of benefits technical issues notices federal regulations and case status. This position is IN-OFFICE.

Essential Duties and Responsibilities include but are not limited to:

• Assist customers from the fast paced Ombudsmans Office by 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 inquiry.
• Working under adverse conditions in a fast paced environment which may involve interaction with irate or hostile customers.
• Assist customers in uploading documents to their online account data entering applications and placing them in the
  correct workflow for their interview. Submitting changes and information received from the customer document the
  case file and send appropriate notice though the system.
  
• Conducts a complete range of eligibility related customer service functions which includes research compiling
  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 de-escalation in dealing with emotional or irate customers.
  
• Issue EBT Cards following established policy and procedures completion of the EBT log and assisting customers.
  with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers

Knowledge in:

• Customer service practices and techniques.
  
• English language for sentence structure composition content spelling and grammar.
  
• Administrative office and clerical procedures.

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.
  
• Negotiation and problem resolution.
• Good written and oral communication to convey information effectively.

Ability to:

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
  
• Measure and meet productivity and quality standards.
• Professionally interact with all levels of personnel and customers

The ideal candidate for this position will have:

• At least one year of 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 above-mentioned 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 (E-Verify).

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

Affordable medical dental life and short-term disability insurance plans
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
10 paid holidays per year
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities

Learn more about the Paid Parental Leave 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 Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred 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 regarding this career opportunity please contact Cristal Rodriguez at or

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 Cristal Rodriguez at or email Requests should be made as early as possible to allow time to arrange the accommodation.