Customer Service Representative 3

Arizona Department of Administration•Buckeye, AZ

1d•Onsite

About The Position

The Arizona Department of Economic Security’s Division of Benefits and Medical Eligibility is hiring a Customer Service Representative 3 for its Family Assistance Administration Buckeye Field Office. Under minimal supervision, the employee works independently to interpret and apply established policies and procedures, resolve customer inquiries, and identify customer needs related to Nutrition Assistance, Temporary Assistance for Needy Families, Medical Assistance, and state programs administered by DBME. This is an in-person, on-site position in Buckeye, Arizona. The role involves assisting customers face-to-face in a fast-paced environment, including interactions that may involve irate or hostile customers.

Requirements

Knowledge of customer service practices and techniques, administrative and clerical procedures, English composition and grammar, program rules and policies, and computer systems.
Knowledge of problem-resolution techniques using logic and reasoning.
Active-listening, negotiation, and problem-resolution skills.
Strong written and oral communication skills.
Effective time management, organization, and prioritization skills.
Ability to use Google Workspace.
Ability to identify alternative solutions and perform clerical duties, including document uploads 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 use critical thinking, multitask under competing priorities, and work independently or collaboratively.
Ability to adapt to changing environments and new technologies.
Successfully pass background and reference checks; employment is contingent on completion of these checks and the agency’s ability to reasonably accommodate restrictions.
New 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 face-to-face while reviewing and entering information in computer systems.
Determine the appropriate standard-work steps to route customers into workflows or resolve their inquiries.
Guide customers in using self-service options.
Provide customers with case-status updates.
Help customers upload documents to their online accounts.
Submit changes and information received from customers.
Research and analyze policies and procedures, compile information, and resolve complex eligibility-related customer issues.
Issue EBT cards according to established policy and procedures.

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.