Customer Service Representative

DEPARTMENT OF ECONOMIC SECURITY Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.

DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

Division of Benefits and Medical Eligibility (DBME) Family Assistance Administration (FAA) 3006 East Highway 66, Gallup, New Mexico 87301 (Post of Duty) Highway 264 and Chapter Drive, Ganado, Arizona 86505 (Wednesday)

Salary: $16.35 hourly Grade: 15 Closing Date:
March 1, 2026

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals that are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov or click on the link here to view ‘Our DES’ video.

Come Join the DES Team!

If you enjoy helping people and being recognized for your efforts, a customer service career at the Arizona Department of Economic Security (DES) is the job for you.

The Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2 in our Gallup Field Office. This person will travel to the Ganado Chapter House every Wednesday on a rotating basis and/or based on business needs. This position is the first point of contact in the office.

This position, under general supervision, will screen Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The member will use the state system to record details of customer interactions, complaints, or comments as well as details on actions taken to assist the customer.

Essential Duties and Responsibilities include but are not limited to:

• In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow.
• Screen applications for NA Expedite criteria as well as data entering applications.
• Educate customers on Rights and Responsibilities, Change Reporting, Self Service options and interviewing requirements/process.
• Scan and upload documents into the FAA's Document Management System and FAA's Eligibility System into the appropriate document type.
• Ordering and storing office supplies and equipment.
• Issue Electronic Benefit Transfer (EBT) cards.
• Ensure the Voter Registration process is followed.
• May translate or submit translation when appropriate.
• Data entering applications.
• Resolve client issues.
• Responds to difficult, time sensitive complaints and feedback.
• Provide conflict de-escalation in dealing with irate clients.
• Refer customers to upper management for unresolved issues.
• Open and date stamp incoming mail.
• Troubleshooting equipment by contacting the Helpdesk or Resolution center.

• Computer service practices and techniques.
• Administrative, office, and clerical procedures.
• Program rules, regulations, policies and procedures, and computer systems.
• Problem resolution techniques using logic and reasoning.
• English language for sentence structure, composition, content, spelling, and grammar.

• Active listening.
• Negotiation and problem resolution.
• Good written and oral communication to convey information effectively.
• Effective time management, organization and prioritizing tasks.
• Identifying alternative solutions.
• Use of Google Workspace.

• Professionally interact with all levels of personnel and customers.
• Work independently or collaboratively with a group.
• Measure and meet productivity and quality standards.
• Multi-task and work under competing priorities.
• Adapt to changing environments and new technologies.
• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Engage critical thinking using logic and reasoning.

The ideal candidate for…