Customer Service Representative 3

Arizona Department of Administration•Apache Junction, AZ

23h•Onsite

About The Position

The Arizona Department of Economic Security (DES), Division of Benefits and Medical Eligibility (DBME), is seeking a Customer Service Representative 3 for its Family Assistance Administration field office in Apache Junction, Arizona. Working independently under minimal supervision, the representative interprets and applies established policies and procedures to resolve customer inquiries and identify needs related to Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and other state programs administered by DBME. This is an in-person, on-site position. The role involves assisting customers in a fast-paced, face-to-face setting, including interactions that may involve adverse conditions or irate or hostile customers. The position performs a range of eligibility-related customer service functions, including researching and analyzing policies and procedures to resolve complex issues, updating customers on case status, assisting with self-service options and document uploads, submitting customer-provided changes and information, and issuing EBT cards according to established procedures. The hourly salary is $17.3500. The posting lists a closing date of November 7, 2026.

Requirements

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.
Active listening skills.
Negotiation and problem-resolution skills.
Effective 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 document uploading and accurate data entry.
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.
Successfully pass background and reference checks; employment is contingent on completion of the checks 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 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 resolve their inquiries.
Provide customers with assistance, guidance, and instruction on using self-service options.
Work in a fast-paced environment that may involve adverse conditions and interaction with irate or hostile customers.
Provide customers with case status updates.
Assist customers with uploading documents to their online accounts.
Submit changes and information received from customers.
Research, compile information, and analyze policies and procedures to resolve complex eligibility-related customer issues.
Issue EBT cards in accordance with established policies and procedures.

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.