CUSTOMER SERVICE REPRESENTATIVE 2

Arizona Department of Administration•Surprise, AZ

2d•$16•Onsite

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 [https://des.az.gov/]; or click on the link here [https://youtu.be/Nik5MiXqOV8] 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 2 (CSR 2) for the Surprise 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 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

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.
Skills in good written and oral communication to convey information effectively.
Skills in effective time management, organization, and prioritizing tasks.
Skills in use of Google Workspace.
Skills in 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.

Nice To Haves

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

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.

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