Customer Service Representative 3

Arizona Department of Administration•Avondale, AZ

1d•Onsite

About The Position

The Arizona Department of Economic Security’s Division of Benefits and Medical Eligibility, Family Assistance Administration, is seeking a Customer Service Representative 3 for its Avondale Field Office. Working independently under minimal supervision, the representative interprets and applies established policies and procedures to resolve customer inquiries and determine customers’ needs for Nutrition Assistance, Temporary Assistance for Needy Families, and Medical Assistance. This is an in-person, on-site position. The role provides face-to-face customer service in a fast-paced setting, including assisting customers who may be irate or hostile. The representative reviews and enters information in computer systems, provides case-status updates, guides customers through self-service options and document uploads, submits customer-provided changes and information, and issues EBT cards. The position also handles a complete range of eligibility-related customer service functions, including researching and analyzing policies and procedures to resolve complex issues.

Requirements

Knowledge of customer service practices and techniques.
Knowledge of administrative, office, and clerical procedures.
Knowledge of program rules, regulations, policies, procedures, and computer systems.
Knowledge of problem-resolution techniques using logic and reasoning.
Knowledge of English sentence structure, composition, content, spelling, and grammar.
Active listening skills.
Effective written and oral communication skills.
Time-management, organization, and task-prioritization skills.
Ability to use computer applications and navigate computer systems, including Google Workspace.
Ability to identify alternative solutions.
Ability to interact professionally with personnel at all levels and with customers.
Ability to work independently or collaboratively with a group.
Ability to multitask and work under competing priorities.
Ability to adapt to changing environments and new technologies.
Ability to maintain satisfactory attendance and punctuality.
Ability to use critical thinking, logic, and reasoning.
Successfully pass a background and reference check; employment is contingent on completion of this process and the Agency’s ability to reasonably accommodate any restrictions.
Newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

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

Responsibilities

Assist customers face-to-face in a fast-paced setting while reviewing and entering information in computer systems.
Determine the appropriate standard-work steps to place customers in the workflow or resolve their inquiries.
Guide and instruct customers on using self-service options.
Work in a fast-paced environment that may involve adverse conditions and interactions with irate or hostile customers.
Provide customers with case-status updates.
Assist customers with uploading documents to their online accounts.
Submit changes and information received from customers.
Issue EBT cards according to established policies and procedures.
Conduct eligibility-related customer service functions, including researching and compiling information and analyzing policies and procedures to resolve complex customer issues.

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 of up to 12 weeks per year for a newborn or newly placed foster or adopted child.
Deferred compensation plan.
Wellness plans.
Tuition reimbursement.
Stipend opportunities.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.