Customer Service Representative 3
About The Position
The Department of Economic Security (DES) is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 3 in our Tucson Field Offices. This position under minimal supervision working independently, will interpret and apply established policy and procedures to resolve customer inquiries and determine the 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.
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 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
