Customer Service and Research Specialist

Customer Service and Research Specialist

Customer Service/Research Specialist serve as a consultant supporting the state of Arizona. This position provides customer service and administrative support to individuals applying for or receiving state benefits and services.

Working under general supervision, the specialist research and reviews applicant information, updates electronic case records, and verifies documentation using multiple state databases and computer systems. The position serves as a primary point of contact for applicants by answering inbound calls, making outbound calls, returning voicemails, and providing accurate information regarding the application and case process.

Successful candidates demonstrate professionalism, empathy, strong communication skills, and attention to detail while managing multiple systems and maintaining compliance with DES policies and procedures.

Key responsibilities include:

• Answer inbound calls and assist applicants with questions regarding state programs and services.
• Make outbound calls to obtain, verify, or clarify applicant information.
• Return voicemails and document all customer interactions accurately and timely.
• Research electronic case files and review benefit information using multiple state databases.
• Enter, update, and maintain accurate case information and detailed case notes.
• Upload and process required documentation to support applicant case files.
• Explain application requirements and guide applicants through the next steps in the eligibility process.
• Maintain confidentiality while handling sensitive client information.
• Navigate multiple computer applications, databases, and browser windows simultaneously.
• Ensure all work is completed accurately, timely, and in accordance with Arizona's policies and procedures.
• Collaborate with supervisors and team members to resolve customer inquiries and support departmental goals.

Knowledge required includes:

• Customer service principles, practices, and techniques.
• Intermediate to advanced computer skills, including accurate data entry and electronic case documentation.
• Administrative, office, and clerical procedures.
• Program rules, regulations, policies, procedures, and computer systems.
• Problem-solving techniques using logic and reasoning.
• English language, including grammar, spelling, sentence structure, and written communication.

Skills required include:

• Active listening.
• Excellent verbal and written communication.
• Time management, organization, and prioritization.
• Problem solving and identifying appropriate solutions.
• Microsoft Office and Google Workspace applications.
• Accurate data entry and documentation.

Abilities required include:

• Communicate professionally with customers and coworkers.
• Build rapport with customers while providing excellent service.
• Work independently and collaboratively within a team environment.
• Manage multiple priorities in a fast-paced environment.
• Adapt to changing priorities, processes, and technology.
• Maintain confidentiality and exercise sound judgment when handling sensitive information.
• Work a minimum of 40 hours per week while maintaining satisfactory attendance and punctuality.
• Apply critical thinking and reasoning to resolve customer issues.

Minimum qualifications/selective preference include:

• Minimum of one (1) year of customer service, call center, administrative support, or related experience.
• Experience working directly with customers in a high-volume environment.
• Experience using Microsoft Word, Excel, and Google Workspace.
• Typing proficiency of 4050 words per minute (WPM).
• Ability to work effectively in a team-oriented environment.
• Bilingual (English/Spanish) preferred but not required.
• Pay Rate: Approximately $17.00$18.00 per hour