Customer Service Representative 2
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 Sierra Vista Field Office. This position 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 role involves using the state system to record details of customer interactions, complaints, or comments, and actions taken to assist the customer. This is an in-person, on-site position.
Requirements
- Knowledge in computer service practices and techniques.
- Knowledge in administrative, office, and clerical procedures.
- Knowledge in program rules, regulations, policies and procedures, and computer systems.
- Knowledge in problem resolution techniques using logic and reasoning.
- Knowledge of the English language for sentence structure, composition, content, spelling, and grammar.
- Skills in active listening.
- Skills in effective written and oral communication.
- Skills in effective time management, organization, and prioritizing tasks.
- Skills in identifying alternative solutions.
- Skills in using Google Workspace.
- Ability to professionally interact with all levels of personnel and customers.
- Ability to work independently or collaboratively with a group.
- Ability to multi-task and work under competing priorities.
- Ability to adapt to changing environments and new technologies.
- Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
- Ability to engage critical thinking using logic and reasoning.
- At least one year experience in a direct contact, customer service environment.
- Successfully pass background and reference check.
- Successfully complete the Electronic Employment 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 and data enter applications.
- 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.
- Order and store office supplies and equipment.
- Issue Electronic Benefit Transfer (EBT) cards.
- Ensure the Voter Registration process is followed.
- Translate or submit translation when appropriate.
- Data enter applications.
- Resolve client issues.
- Respond to difficult, time-sensitive complaints and feedback.
- Provide conflict de-escalation in dealing with irate clients.
- Refer customers to upper management for unresolved issues.
- Open and date stamp incoming mail.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
