CUSTOMER SERVICE REPRESENTATIVE 3

Arizona Department of Administration•Glendale, AZ

2d•Onsite

About The Position

The Department of Economic Security (DES) is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 3 in our Field Office. This position under minimal supervision, working independently, will interpret and apply established policy and procedures to resolve customer inquiries. They will determine the customers' needs for programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF) and Medical Assistance (MA). This is an in-person, on-site position.

Requirements

Customer 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.
Use of computer applications and computer navigation to include Google Workspace.
Identifying alternative solutions.
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.
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

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.
Working under adverse conditions in a fast-paced environment which may involve interaction with irate or hostile customers.
Responsible for providing case status updates to customers.
Assist customers in uploading documents to their online account.
Submitting changes and information received from the customer.
Issue EBT Cards following established policy and procedures.
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.

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