CUSTOMER SERVICE REPRESENTATIVE 2

Arizona Department of Administration•Lake Havasu City, AZ

6d•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 for their Lake Havasu City and Parker Field Offices. This position involves travel to Parker on Tuesdays and Thursdays on a rotating basis and/or based on business needs. This role serves as the first point of contact in the office. Under general supervision, the representative will screen Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The employee 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
Computer Skills
Administrative, office, and clerical procedures.
English language for sentence structure, composition, content, spelling, and grammar.
Program rules, regulations, policies and procedures, and computer systems.
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.
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.

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