CUSTOMER SERVICE REPRESENTATIVE 3

Arizona Department of Administration•Prescott Valley, AZ

6d•Onsite

About The Position

The Arizona Department of Economic Security’s Division of Benefits and Medical Eligibility is seeking a Customer Service Representative 3 for its Prescott Valley Field Office. Under minimal supervision, the employee works independently to interpret and apply established policies and procedures to resolve customer inquiries and determine customers’ needs for Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), and Medical Assistance (MA). This is an in-person, on-site position. The role provides customer service in a fast-paced, face-to-face setting, including reviewing and entering information in computer systems, guiding customers through self-service options, and carrying out eligibility-related customer service functions. The position may involve working under adverse conditions and interacting with irate or hostile customers.

Requirements

Knowledge of customer service practices and techniques.
Knowledge of administrative, office, and clerical procedures.
Knowledge of program rules, regulations, policies, procedures, and computer systems.
Knowledge of problem-resolution techniques using logic and reasoning.
Knowledge of English sentence structure, composition, content, spelling, and grammar.
Active listening skills.
Good written and oral communication skills to convey information effectively.
Time-management, organization, and task-prioritization skills.
Ability to use computer applications and navigate computer systems, including Google Workspace.
Ability to identify alternative solutions.
Ability to interact professionally with personnel at all levels and with customers.
Ability to work independently and collaboratively with a group.
Ability to multitask and work under competing priorities.
Ability to adapt to changing environments and new technologies.
Ability to maintain satisfactory attendance and punctuality.
Ability to use critical thinking, logic, and reasoning.
Successfully pass a background and reference check; employment is contingent on completion of the process and the agency’s ability to reasonably accommodate any restrictions.
Newly hired 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 in a fast-paced, face-to-face setting while reviewing and entering information in computer systems.
Determine the appropriate standard-work steps to place customers in the workflow or otherwise resolve their inquiries.
Provide assistance, guidance, and instruction on using self-service options.
Provide case-status updates to customers.
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.

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.