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.

Job Location:

Division of Benefits & Medical Eligibility (DBME), Family Assistance Administration (FAA), 4324 West Olive Avenue, Glendale, Arizona 85302

Salary: $16.3500 / hourly
Grade: 15
Closing Date: 10/19/2025

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 who 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! 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 Glendale Office. 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. This is an in-person, on-site position.

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.
• 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.
• Translate or submit translation when appropriate.
• Issue EBT cards.
• Ensure the NVRA process is followed.
• Open and date stamp incoming mail.
• Data entering applications.
• Resolve client issues.
• Respond to difficult, time sensitive complaints and feedback.
• Refer customers to upper management for unresolved issues.
• Provide conflict de-escalation in dealing with irate clients.
• Prepare, monitor, and submit reports.
• Ordering and storing office supplies and equipment.
• Troubleshooting equipment by contacting the Helpdesk or Resolution center.
• Key ETE information into an automated system accurately and timely for self and as a proxy.

Knowledge of:

• Customer service practices and techniques.

• Administrative, office, and clerical procedures.

• English language for sentence structure, composition, content, spelling, and grammar.

• Program rules, regulations, policies and procedures, and computer systems.

• Problem resolution techniques using logic and reasoning.

Skills in:

• Active listening.

• Negotiation and problem resolution.

• Good written and oral communication to convey information effectively.

• Effective time management, organization and prioritizing tasks.

• Use of Google Workspace.

• Identifying alternative solutions.

Ability to:

• Measure and meet productivity and quality standards.

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.

• Professionally interact with all levels of personnel and customers.

• Engage critical thinking using logic and reasoning.

• Multi-task and work under competing priorities.

• Work independently or collaboratively with a group.

• Adapt to changing environments and new technologies.

The ideal candidate for this position will have:

• At least one year 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…