Customer Service Representative 2

Arizona Department of Administration•Peoria, AZ

6d•$16•Onsite

About The Position

The Department of Economic Security (DES) is seeking an experienced and highly motivated individual to join their team as a Customer Service Representative 2 (CSR 2) for the Peoria Field Office. This position serves as the first point of contact in the office. Under general supervision, the CSR 2 will screen Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The role involves using the state system to record details of customer interactions, complaints, or comments, as well as actions taken to assist the customer. This is an in-person, on-site position.

Requirements

At least one year of experience in a direct contact, customer service environment.
Knowledge in customer service practices and techniques.
Knowledge in administrative, office, and clerical procedures.
Knowledge in English language for sentence structure, composition, content, spelling, and grammar.
Knowledge in program rules, regulations, policies and procedures, and computer systems.
Knowledge in 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 using 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.
Successfully pass background and reference check.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Responsibilities

In-person interaction with customers to determine appropriate steps and place customers 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.
Translate or submit translation when appropriate.
Issue EBT cards.
Ensure the NVRA process is followed.
Open and date stamp incoming mail.
Data enter applications.
Resolve client issues.
Respond 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.
Order and store office supplies and equipment.
Troubleshoot equipment by contacting the Helpdesk or Resolution center.
Accurately and timely enter key ETE information into an automated system 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