Customer Service Representative 3
About The Position
As a senior level Customer Service Representative (CSR) 3, under minimal supervision working independently, will interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the 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). Will use the state system to record and research complaints on benefit eligibility, amount of benefits, technical issues, notices, federal regulations, and case status. This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.
Requirements
- At least one year of experience in a direct contact, customer service environment.
- Customer service practices and techniques.
- English language for sentence structure, composition, content, spelling, and grammar.
- Administrative, office and clerical procedures.
- Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Negotiation and problem resolution.
- Good written and oral communication to convey information effectively.
- Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
- Measure and meet productivity and quality standards.
- Professionally interact with all levels of personnel and customers
- Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
- All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Responsibilities
- Assist customers from the fast paced Ombudsman's Office by reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the inquiry.
- Working under adverse conditions in a fast paced environment which may involve interaction with irate or hostile customers.
- Assist customers in uploading documents to their online account, data entering applications, and placing them in the correct workflow for their interview.
- Submitting changes and information received from the customer, document the case file, and send appropriate notice though the system.
- 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.
- Respond to difficult, time-sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de-escalation in dealing with emotional or irate customers.
- Issue EBT Cards following established policy and procedures, completion of the EBT log, and assisting customers.
- with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers
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
Senior
Education Level
No Education Listed
