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 at the Tucson Medical Center location. This position, under minimal supervision, will interpret and apply established policy and procedures to resolve customer inquiries. They will determine customer 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 where the individual will work for the State of Arizona and must abide by hospital rules and policies related to annual and mandatory vaccinations, testing, and screenings.
Requirements
- Knowledge in customer service practices and techniques.
- Knowledge in administrative, office, and clerical procedures.
- Knowledge in program rules, regulations, policies, procedures, and computer systems.
- Knowledge in problem resolution techniques using logic and reasoning.
- Knowledge in English language for sentence structure, composition, content, spelling, and grammar.
- Skills in active listening.
- Skills in good written and oral communication to convey information effectively.
- Skills in effective time management, organization, and prioritizing tasks.
- Skills in use of computer applications and computer navigation to include Google Workspace.
- Skills 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.
- Successfully pass background and reference check.
- Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
- Abide by hospital rules and policies related to annual and mandatory vaccinations, testing and screenings.
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 steps to follow in standard work 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, which includes 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
