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 in their Lake Havasu City and Parker Field Office. This position involves travel to Parker on Tuesdays and Thursdays on a rotating basis or as business needs dictate. The role operates under minimal supervision, requiring independent application of established policies and procedures to resolve customer inquiries regarding 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
- 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.
- Proficiency in the English language for sentence structure, composition, content, spelling, and grammar.
- Skills in active listening.
- Good written and oral communication skills to convey information effectively.
- Effective time management, organization, and prioritization skills.
- Proficiency in using computer applications and computer navigation, including Google Workspace.
- Skill in identifying alternative solutions.
- Ability to professionally interact with all levels of personnel and customers.
- Ability to work independently or collaboratively with a group.
- Ability to multi-task and work under competing priorities.
- Ability to adapt to changing environments and new technologies.
- Ability to maintain satisfactory attendance and punctuality standards.
- Ability to engage critical thinking using logic and reasoning.
- At least one year of experience in a direct contact, customer service environment.
- Must possess a valid driver's license if driving or using a vehicle is an essential function of the job.
- Must successfully pass background and reference checks.
- Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Responsibilities
- Assist customers in a fast-paced face-to-face setting while reviewing and entering information in various computer systems.
- Determine appropriate standard work steps to place customers in the workflow or provide assistance that resolves the inquiry.
- Provide assistance, guidance, and instruction to customers on the 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.
- Issue EBT Cards following established policy and procedures.
- Conduct a complete range of eligibility-related customer service functions, including research, 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-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
