Customer Service Representative 3

Arizona Department of Administration•Prescott Valley, AZ

4d•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 Prescott Valley Field Office. The position works independently under minimal supervision, interpreting and applying established policies and procedures to resolve customer inquiries and determine customers’ needs for Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), and Medical Assistance (MA). This is an in-person, on-site position in Prescott Valley, Arizona. The role provides face-to-face customer service in a fast-paced environment, including helping customers use self-service options, providing case-status information, assisting with document uploads, submitting customer changes and information, and issuing EBT cards. The representative also researches and analyzes eligibility-related policies and procedures to resolve complex customer issues. Work may involve adverse conditions and interactions with irate or hostile customers.

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, organizational, 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 background and reference checks; employment is contingent on completion of the 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 various computer systems.
Determine and follow the appropriate standard work to direct customers into workflows or resolve their inquiries.
Provide assistance, guidance, and instruction on the use of self-service options.
Provide case-status updates to customers.
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