Customer Service Representative 2

Arizona Department of Administration•Parker, AZ

4d•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, screening Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The representative will use the state system to record customer interaction details, complaints, or comments, and actions taken to assist the customer. This is an in-person, on-site position.

Requirements

Knowledge of customer service practices and techniques.
Knowledge of computer skills.
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.
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.
Successfully pass background and reference checks.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

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

Responsibilities

Interact in person with customers to determine appropriate steps according to Standard Work 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.

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