CUSTOMER SERVICE REPRESENTATIVE 3

Arizona Department of Administration•Casa Grande, AZ

1d•$17•Onsite

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 Field Offices. This position involves interpreting and applying established policy and procedures to resolve customer inquiries and determine customer needs for 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). This is an in-person, on-site position.

Requirements

Customer service practices and techniques.
Administrative, office, and clerical procedures.
English language for sentence structure, composition, content, spelling, and grammar.
Program rules, regulations, policies and procedures, and computer systems.
Problem resolution techniques using logic and reasoning.
Active listening.
Negotiation and problem resolution.
Good written and oral communication to convey information effectively.
Effective time management, organization and prioritizing tasks.
Use of Google Workspace.
Identifying alternative solutions.
Clerical duties such as uploading documents and accurate data entry.
Measure and meet productivity and quality standards.
Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
Professionally interact with all levels of personnel and customers.
Engage critical thinking using logic and reasoning.
Multi-task and work under competing priorities.
Work independently or collaboratively with a group.
Adapt to changing environments and new technologies.
At least one year experience in a direct contact, customer service environment.
Driver's License Requirements.
Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency’s ability to reasonably accommodate any restrictions.
All newly hired State employees are subject to and 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 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.
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.
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