Customer Service Representative 3

To Be Considered For This Role You Must Apply To:
Summary:

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!
If you enjoy helping people and being recognized for your efforts a customer service career at the Arizona Department of Economic Security (DES) is the job for you.

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 3. This position under minimal supervision working independently will interpret and apply established policy and procedures to resolve customer inquiries and determine the customer needs for 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 is an in-person on-site position .

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

• Assist customers in a fast paced face-to-face setting while reviewing and entering information in various computer systems.
• Determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the inquiry.
• Provide assistance guidance and instruction to customers on use of self service options.
• Working under adverse conditions in a fast-paced environment which may involve interaction with irate or hostile customers.
• Responsible for providing case status updates to customers.
• Assist customers in uploading documents to their online account.
• Submitting changes and information received from the customer.
• 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.
• Issue EBT Cards following established policy and procedures.
• 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.

Knowledge Skills & Abilities (KSAs):

Knowledge in:

• 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.
• Clerical duties such as uploading documents and accurate data entry.

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.
• Multi-task and work under competing priorities.
• Work independently or collaboratively with a group.
• Adapt to changing environments and new technologies.

Selective Preference(s):

The ideal candidate for this position will have:

• At least one year 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 the following requirements apply: Drivers License Requirements
• Successfully pass background and reference check; 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).

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 Meracle Cothron 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.

To Be Considered For This Role You Must Apply To:
Experience:

Unclear Seniority