[Hiring] Customer Service Representative 3 @Arizona Department of Administration

Role Description

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 that are committed to service, community, and teamwork.

As a senior level Customer Service Representative 3 (CSR3), under minimal supervision working independently, you will:

• Interpret and apply established Policy and Procedures to resolve customer inquiries.
• Determine customer needs for services requested 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).
• Use the state system to record and research complaints on benefit eligibility, amount of benefits, technical issues, notices, federal regulations, and case status.
• Resolve non-eligibility related issues (fair hearings, medical emergencies, restoration of benefits, etc.).
• Confer with customers to gather additional information to resolve complaints or issues.
• Explain case facts to customers and offer community or other support options.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Job Duties

Essential Duties and Responsibilities include, but are not limited to:

• Assist customers in a fast-paced office setting while reviewing and entering information in various computer systems.
• Provide assistance, guidance, and instruction to customers on the use of self-service options.
• Work under adverse conditions in a fast-paced environment which may involve interaction with irate or hostile customers.
• Provide case status updates to customers.
• Assist customers in uploading documents to their online account and data entering applications.
• Conduct a complete range of eligibility-related customer service functions.
• Respond to difficult, time-sensitive complaints and feedback.
• Refer customers to appropriate team/workflow for unresolved eligibility complaints.
• Provide conflict de-escalation in dealing with emotional or irate customers.
• Issue EBT Cards following established policy and procedures.
• Process requests to mail Voter Registration forms to customers.
• Prepare, monitor, and submit reports following Region and office procedures.
• Establish and update best practices and standard work to mentor newer peers.
• Other duties as assigned related to the position (typically 5% - 10%).

Qualifications

• Knowledge in customer service practices and techniques.
• Knowledge of administrative, office, and clerical procedures.
• Knowledge of English language for sentence structure, composition, content, spelling, and grammar.
• Knowledge of program rules, regulations, policies and procedures, and computer systems.
• Knowledge of problem resolution techniques using logic and reasoning.

Requirements

• At least one year of experience in a direct contact, customer service environment.
• Ability to measure and meet productivity and quality standards.
• Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Ability to professionally interact with all levels of personnel and customers.
• Ability to engage critical thinking using logic and reasoning.
• Ability to multi-task and work under competing priorities.
• Ability to work independently or collaboratively with a group.
• Ability to adapt to changing environments and new technologies.
• Service Orientation — Actively looking for ways to help people.

Benefits

• 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.