CUSTOMER SERVICE REPRESENTATIVE 2

State of Arizona • Casa Grande, AZ

71d • $16

About The Position

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 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 in our Casa Grande 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 member 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.

Requirements

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

Responsibilities

• In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow.
• Screen applications for NA Expedite criteria.
• 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 FAA's Eligibility System into the appropriate document type.
• May translate or submit translation when appropriate.
• Issue EBT cards.
• Ensure the NVRA process is followed.
• Open and date stamp incoming mail.
• Data entering applications.
• Resolve client issues.
• Responds to difficult, time sensitive complaints and feedback.
• Refer customers to upper management for unresolved issues.
• Provide conflict de-escalation in dealing with irate clients.
• Prepare, monitor, and submit reports.
• Ordering and storing office supplies and equipment.
• Troubleshooting equipment by contacting the Helpdesk or Resolution center.
• Key ETE information into an automated system accurately and timely for self and as a proxy.

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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees