Customer Service Representative 3
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 3. This position, working independently under minimal supervision, will interpret and apply established policy and procedures to resolve customer inquiries and determine customer needs for 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 is an in-person, on-site position.
Requirements
- Knowledge in customer service practices and techniques.
- Knowledge in administrative, office, and clerical procedures.
- Knowledge in English language for sentence structure, composition, content, spelling, and grammar.
- Knowledge in program rules, regulations, policies and procedures, and computer systems.
- Knowledge in problem resolution techniques using logic and reasoning.
- 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.
- Skills in clerical duties such as uploading documents and accurate data entry.
- 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.
- At least one year experience in a direct contact, customer service environment.
Responsibilities
- Assist customers in a fast-paced face-to-face setting while reviewing and entering information in various computer systems.
- Determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the inquiry.
- Provide assistance, guidance, and instruction to customers on use of self-service options.
- Work under adverse conditions in a fast-paced environment which may involve interaction with irate or hostile customers.
- Provide case status updates to customers.
- Assist customers in uploading documents to their online account.
- Submit changes and information received from the customer.
- Conducts a complete range of eligibility related customer service functions, which includes research, compiling information and analyze policies and procedures to resolve complex customer issues.
- Issue EBT Cards following established policy and procedures.
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
