CUSTOMER SERVICE REPRESENTATIVE 3

Arizona Department of Administration•Parker, CO

9d•$17•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 Parker DES On the Spot (DOTS) location. Under minimal supervision, the employee works independently to interpret and apply established policies and procedures to resolve customer inquiries and determine customer needs related to Nutrition Assistance, Temporary Assistance for Needy Families, and Medical Assistance. This is an in-person, on-site position. The role provides customer service in a fast-paced, face-to-face environment, including reviewing and entering information in computer systems, guiding customers through self-service options, providing case status updates, helping upload documents, processing customer-provided changes, and issuing EBT cards. The employee also conducts eligibility-related customer service functions, researches and analyzes policies and procedures to resolve complex issues, enters emailed applications, and maintains the DCS Fast Pass and DOTS email mailbox and logs incoming information. The position may involve adverse conditions and interaction with irate or hostile customers.

Requirements

Ability to measure and meet productivity and quality standards.
Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality.
Ability to interact professionally with personnel at all levels and with customers.
Ability to use critical thinking, logic, and reasoning.
Ability to multitask and work under competing priorities.
Ability to work independently or collaboratively with a group.
Ability to adapt to changing environments and new technologies.
Knowledge of customer service practices and techniques.
Knowledge of administrative, office, and clerical procedures.
Knowledge of English sentence structure, composition, content, spelling, and grammar.
Knowledge of program rules, regulations, policies, procedures, and computer systems.
Knowledge of problem-resolution techniques using logic and reasoning.
Skills in active listening, negotiation, and problem resolution.
Good written and oral communication skills.
Time-management, organization, and task-prioritization skills.
Ability to use Google Workspace.
Ability to identify alternative solutions.
Clerical skills, including uploading documents and accurate data entry.
Successfully pass a background and reference check; employment is contingent on completing the process and the agency’s ability to reasonably accommodate any restrictions.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), as required of all newly hired State employees.

Nice To Haves

At least one year of 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 the appropriate standard-work steps to place customers in the workflow or provide assistance that resolves their inquiries.
Provide assistance, guidance, and instruction to customers on 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, compiling information, and analyzing policies and procedures to resolve complex customer issues.
Enter emailed applications.
Maintain the DCS Fast Pass and DOTS email mailbox and log incoming information.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans.
Participation in the Arizona State Retirement System 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.