Customer Service Representative 2

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

Job Location:

Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration
Glendale Field Office
6010 N. 57th Drive, Glendale, Arizona 85301

Posting Details:

Salary: $16.3500 hourly 

Grade: 15

Closing Date: August 7, 2026

Job Summary:

Would you like to be part of an amazing team that makes Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need and care for the vulnerable? The Arizona Department of Economic Security (DES) is looking for individuals who are committed to service, community, and teamwork. To learn more about DES, please visit des.az.gov 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 for our Field 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 members 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 in-person, on-site position.

Job Duties:

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 the customer in the correct workflow.
  
• Screen applications for NA Expedite criteria as well as data entry applications.
  
• Educate customers on Rights and Responsibilities, Change Reporting, Self-Service options, and interviewing requirements/process.
  
• Scan and upload documents into the FAA's Document Management System and the FAA's Eligibility System into the appropriate document type.
  
• Ordering and storing office supplies and equipment.
  
• Issue Electronic Benefit Transfer (EBT) cards.
  
• Ensure the Voter Registration process is followed.
  
• May translate or submit a translation when appropriate.
  
• Data entry applications.
  
• Resolve client issues.
  
• Responds to difficult, time-sensitive complaints and feedback.
  
• Provide conflict de-escalation in dealing with irate clients.
  
• Refer customers to upper management for unresolved issues.
  
• Open and date-stamp incoming mail.
  
• Troubleshooting equipment by contacting the Helpdesk or the Resolution center.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• Computer service practices and techniques.
  
• Administrative, office, and clerical procedures.
  
• Program rules, regulations, policies, procedures, and computer systems.
  
• Problem resolution techniques using logic and reasoning.
  
• English language for sentence structure, composition, content, spelling, and grammar.
  

Skilled in:

• Active listening
  
• Good written and oral communication to convey information effectively.
  
• Effective time management, organization, and prioritizing tasks.
  
• Identifying alternative solutions.
  
• Use of Google Workspace.
  

Ability to:

• Professionally interact with all levels of personnel and customers.
  
• Work independently or collaboratively with a group.
  
• Multi-task and work under competing priorities.
  
• Adapt to changing environments and new technologies.
  
• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
  
• Engage critical thinking using logic and reasoning.

Selective Preference(s):

The ideal candidate for this position will have:

• At least one year of experience in a direct contact, customer service environment.

Pre-Employment Requirements:

• 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: Driver’s License Requirements .
  
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s 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).

Benefits:

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 program here . For a complete list of benefits provided by The State of Arizona, please visit our benefits page .

Retirement :

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.

Contact Us:

For questions about this career opportunity, please contact recruiter Norma Pina at View phone number on air-api.jobiqo.com or View email address on air-api.jobiqo.com .

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 the Recruiter at View phone number on air-api.jobiqo.com or by email at View email address on air-api.jobiqo.com . Requests should be made as early as possible to allow time to arrange the accommodation.