Customer Service Representative - Glendale

CUSTOMER SERVICE REPRESENTATIVE 2

Department of Economic Security (DES) works with families, community organizations, advocates and state and federal partners to realize our collective vision: a thriving Arizona.

Job Location:

Division of Benefits and Medical Eligibility (DBME), Family Assistance Administration (FAA), 6010 North 57th Drive, Glendale, Arizona 85301.

Salary: $16.3500 hourly;
Grade: 15;
Closing Date:
January 20, 2025.

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!

This position is an in‑person, on‑site position at the Glendale Field Office. As the first point of contact in the office, the Customer Service Representative 2 will screen applications for Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA). The member will use the state system to record details of customer interactions, complaints, 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 steps following the Standard Work and place the customer in the correct workflow.
• Screen applications for NA Expedite criteria and perform data entry.
• 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 the eligibility system.
• Order and store office supplies and equipment.
• Issue Electronic Benefit Transfer (EBT) cards.
• Ensure the Voter Registration process is followed.
• Translate or submit translations when appropriate.
• Resolve client issues.
• Respond to difficult, time‑sensitive complaints and feedback.
• Provide conflict de‑escalation with irate clients.
• Refer customers to upper management for unresolved issues.
• Open and date‑stamp incoming mail.
• Troubleshoot equipment by contacting the helpdesk or resolution center.

Knowledge of:

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

Skills in:

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

Abilities:

• Professionally interact with all levels of personnel and customers.
• Work independently or collaboratively with a group.
• 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.
• Engage in critical thinking using logic and reasoning.

The ideal candidate for this position will have:

• At least one year of experience in a direct contact, customer service environment.

• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, the following requirements apply:
  Driver’s License Requirements.
• Successfully pass background and reference check; employment is contingent upon completion of the above process and the agency’s ability to accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Verification Program (E‑Verify).

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• 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…