CUSTOMER SERVICE REPRESENTATIVE 3 ( TRIAGE CUSTOMER SERVICE REPRESENTATIVE)

Arizona Department of Administration•Yuma, AZ

1d•Onsite

About The Position

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strength individuals, families, and communities for a better quality of life. DES is looking for individuals that are committed to service, community, and teamwork. Come Join the DES Team! 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 Triage Customer Service Representative. This position will, under minimal supervision, work independently, interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs administered by the Division of Benefits and Medical Eligibility (DBME). This position will use the state system to record and research complaints regarding benefit eligibility, benefit amounts, technical issues, notices, federal regulations, and case statuses. The Triage Customer Service Representative will resolve non-eligibility-related issues (fair hearings, medical emergencies, benefit restoration, etc.). This position will confer with customers to gather additional information to resolve complaints or issues, explain case facts, and offer community or other support options. This is an in-office position.

Requirements

Customer service practices and techniques.
English language for sentence structure, composition, content, spelling, and grammar.
Program rules, regulations, policies, procedures, and computer systems.
Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Effective time management, organization, and prioritizing tasks.
Use of computer applications and computer navigation.
Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
Service Orientation, actively looking for ways to help people.
Engage critical thinking using logic and reasoning.

Nice To Haves

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

Responsibilities

Assist customers by phone in an inbound call center setting while reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the customer’s call.
Educate customers on Self-Service options and assist with various assigned call types to help the customer with the reason for their call.
Conducts a complete range of eligibility-related customer service functions, which include researching, compiling information, and analyzing policies and procedures to resolve complex customer issues.
Respond to difficult, time-sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de-escalation in dealing with emotional or irate customers.
Issue EBT Cards following established policy and procedures, completion of the EBT log, and assisting customers. with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers.

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