CUSTOMER SERVICE REPRESENTATIVE 2

Arizona Department of Administration•Phoenix, AZ

1d•Onsite

About The Position

The Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2 for our Phoenix Field Office. This position is the first point of contact in the office. This position, under general supervision, will screen Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The member will use the state system to record details of customer interactions, complaints, or comments as well as details on actions taken to assist the customer. This is an in-person, on-site position.

Requirements

Computer service practices and techniques.
Administrative, office, and clerical procedures.
Program rules, regulations, policies and procedures, and computer systems.
Problem resolution techniques using logic and reasoning.
English language for sentence structure, composition, content, spelling, and grammar.
Active listening.
Good written and oral communication to convey information effectively.
Effective time management, organization and prioritizing tasks.
Identifying alternative solutions.
Use of Google Workspace.
Professionally interact with all levels of personnel and customers.
Work independently or collaboratively with a group.
Multi-task and work under competing priorities.
Adapt to changing environments and new technologies.
Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
Engage critical thinking using logic and reasoning.

Nice To Haves

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 as well as data entering 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 into the appropriate document type.
Ordering and storing office supplies and equipment.
Issue Electronic Benefit Transfer (EBT) cards.
Ensure the Voter Registration process is followed.
May translate or submit translation when appropriate.
Data entering applications.
Resolve client issues.
Responds 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.
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