CUSTOMER SERVICE REPRESENTATIVE 3

Arizona Department of Administration•Coolidge, AZ

2d•$17•Onsite

About The Position

The Department of Economic Security (DES) is seeking an experienced and highly motivated individual to join their team as a Customer Service Representative 3. This role involves interpreting and applying established policy and procedures to resolve customer inquiries and determine needs for programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs. The position is in-person and on-site, requiring independent work under minimal supervision.

Requirements

Knowledge of customer service practices and techniques.
Knowledge of administrative, office, and clerical procedures.
Proficiency in the English language for 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.
Skill in active listening.
Skill in negotiation and problem resolution.
Effective written and oral communication skills.
Effective time management, organization, and prioritizing tasks.
Proficiency in using Google Workspace.
Skill in identifying alternative solutions.
Proficiency in clerical duties such as uploading documents 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 professionally interact with all levels of personnel and customers.
Ability to engage critical thinking using logic and reasoning.
Ability to multi-task and work under competing priorities.
Ability to work independently or collaboratively.
Ability to adapt to changing environments and new technologies.

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 workflow steps or provide assistance to resolve customer inquiries.
Provide guidance and instruction on using self-service options.
Work under adverse conditions in a fast-paced environment, potentially interacting with irate or hostile customers.
Provide case status updates to customers.
Assist customers in uploading documents to their online account.
Submit changes and information received from customers.
Conduct a complete range of eligibility-related customer service functions, including research, compiling information, and analyzing policies and procedures to resolve complex customer issues.
Issue EBT Cards following established policy 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-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