CUSTOMER SERVICE REPRESENTATIVE 3

Arizona Department of Administration•Yuma, AZ

1d•Onsite

About The Position

The senior-level Customer Service Representative 3 works independently under minimal supervision in the Division of Benefits and Medical Eligibility’s Family Assistance Administration at the Yuma Field Office. The position interprets and applies established policies and procedures to resolve customer inquiries and determine service needs for Nutrition Assistance, Temporary Assistance for Needy Families, Medical Assistance, and other state programs administered by the division. The role uses state systems to record and research complaints concerning benefit eligibility and amounts, technical issues, notices, federal regulations, and case status. This is an in-office position.

Requirements

Knowledge of customer service practices and techniques.
Knowledge of English sentence structure, composition, content, spelling, and grammar.
Knowledge of administrative, office, and clerical procedures.
Active listening skills, including giving full attention, understanding others’ points, asking appropriate questions, and avoiding inappropriate interruptions.
Negotiation and problem-resolution skills.
Good written and oral communication skills.
Ability to work at least 40 hours per week and meet satisfactory attendance and punctuality standards.
Ability to meet productivity and quality standards.
Ability to interact professionally with personnel at all levels and with customers.
Successfully pass background and reference checks.
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

Review and enter information in computer systems to determine appropriate standard-work steps, place customers in workflows, or resolve inquiries.
Assist customers in a fast-paced environment, including under adverse conditions and in interactions with irate or hostile customers.
Help customers upload documents to online accounts and enter applications; route applications to the correct interview workflow.
Submit customer changes and information, document case files, and send appropriate notices through the system.
Conduct eligibility-related customer service functions, including research, compiling information, and analyzing policies and procedures to resolve complex issues.
Respond to difficult, time-sensitive complaints and feedback; refer unresolved eligibility complaints to an internal resolution team and de-escalate conflicts with emotional or irate customers.
Issue EBT cards according to policy and procedures, complete the EBT log, assist customers with electronic benefits replacement requests, and process requests to mail voter registration forms.

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.