Customer Service Representative 3

Arizona Department of Administration•Phoenix, AZ

1d•$36,088•Hybrid

About The Position

The Department of Economic Security (DES) is seeking individuals committed to service, community, and teamwork to join their team. As a senior-level Customer Service Representative (CSR) 3, you will work independently under minimal supervision to interpret and apply established policies and procedures. Your role will involve resolving customer inquiries and determining their needs for services related to 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). You will utilize the state system to record and research complaints concerning benefit eligibility, benefit amounts, technical issues, notices, federal regulations, and case status. This position may offer the possibility of remote work within Arizona, contingent upon the department's business needs and consistent achievement of performance metrics. The State of Arizona promotes a work culture that values flexibility, autonomy, and trust, with many state employees participating in the Remote Work Program.

Requirements

Customer service practices and techniques.
English language for sentence structure, composition, content, spelling, and grammar.
Administrative, office and clerical procedures.
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.
Negotiation and problem resolution.
Good written and oral communication to convey information effectively.
Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
Ability to measure and meet productivity and quality standards.
Ability to professionally interact with all levels of personnel and customers.
At least one year of experience in a direct contact, customer service environment.

Responsibilities

Assist customers by reviewing and entering information into various computer systems to determine appropriate steps in standard work procedures, place customers in the workflow, or provide assistance that resolves their inquiry.
Work under adverse conditions in a fast-paced environment, potentially interacting with irate or hostile customers.
Assist customers in uploading documents to their online accounts, data enter applications, and place them in the correct workflow for their interview.
Submit changes and information received from customers, document case files, and send appropriate notices through the system.
Conduct a complete range of eligibility-related customer service functions, including research, compiling information, and analyzing policies and procedures to resolve complex customer issues.
Respond to difficult, time-sensitive complaints and feedback, referring customers to an internal resolution team for unresolved eligibility complaints.
Provide conflict de-escalation when dealing with emotional or irate customers.
Issue EBT Cards following established policy and procedures, complete the EBT log, and assist customers with submitting requests for Electronic Benefits Replacement.
Process 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