Customer Service Representative 3

Arizona Department of Administration•Parker, AZ

7d•$17•Onsite

About The Position

The Department of Economic Security (DES), Division of Benefits and Medical Eligibility (DBME), Family Assistance Administration (FAA), is hiring a Customer Service Representative 3 for its DES on the Spot (DOTS) location in Parker, Arizona. Under minimal supervision, this position works independently to interpret and apply established policies and procedures, resolve customer inquiries, and determine customers’ needs related to Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), and Medical Assistance (MA). The role is in-person and on-site. The representative provides face-to-face customer service in a fast-paced setting, reviews and enters information in computer systems, guides customers through self-service options, and handles a range of eligibility-related service tasks. The work may involve adverse conditions and interactions with irate or hostile customers. The position requires meeting productivity and quality standards, maintaining satisfactory attendance and punctuality, and working at least 40 hours per week. Employment is contingent on successfully passing background and reference checks and completing the required E-Verify process. Driver’s license requirements apply if driving or using a vehicle is an essential job function.

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 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 apply 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 a background and reference check.
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 provide assistance that resolves their inquiries.
Provide customers with assistance, guidance, and instruction on self-service options.
Work in a fast-paced environment that may involve adverse conditions and interactions 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.
Issue EBT cards according to established policies and procedures.
Conduct eligibility-related customer service functions, including research, 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 (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.