[Hiring] Customer Service Representative @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 (CSR) 3, 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.
• Assist customers from the fast-paced Ombudsman's Office by reviewing and entering information in various computer systems.
• Work 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.
• Conduct a complete range of eligibility related customer service functions, including research, compiling information, and analyzing 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.
• Issue EBT Cards following established policy and procedures and assist customers with submitting requests for Electronic Benefits Replacement.

Qualifications

• Knowledge of customer service practices and techniques.
• Knowledge of the English language for sentence structure, composition, content, spelling, and grammar.
• Knowledge of administrative, office, and clerical procedures.
• Skills in active listening and effective communication.
• Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Ability to measure and meet productivity and quality standards.
• Ability to professionally interact with all levels of personnel and customers.

Requirements

• At least one year of experience in a direct contact, customer service environment.
• Driver’s License Requirements if driving is essential for the job.
• Successfully pass background and reference checks; employment is contingent upon completion of the process.
• All newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

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.