CUSTOMER SERVICE REPRESENTATIVE 2

Arizona Department of Administration•Glendale, AZ

3d•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 Refugee Unit. This position serves as the first point of contact in the office. Under general supervision, this role will screen Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The representative will utilize 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

Customer service practices and techniques.
Administrative, office, and clerical procedures.
English language for sentence structure, composition, content, spelling, and grammar.
Program rules, regulations, policies and procedures, and computer systems.
Problem resolution techniques using logic and reasoning.
Active listening.
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.
Measure and meet productivity and quality standards.
Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
Professionally interact with all levels of personnel and customers.
Engage critical thinking using logic and reasoning.
Multi-task and work under competing priorities.
Work independently or collaboratively with a group.
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 appropriate Standard Work 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.
May 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.
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