Customer Service Representative - South

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.

Division of Benefits and Medical Eligibility (DBME) Family Assistance Administration (FAA) 4635 South Central Avenue, Phoenix, Arizona 85040

Salary: $16.35 hourly
Grade: 15
Closing Date:
January 21, 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! 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, highly motivated individual to join our team as a Customer Service Representative 2 at our South Central Phoenix Field Office.

This position is the first point of contact in the office. This position, under general supervision, 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, 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 the customer in the correct workflow.
• Screen applications for NA Expedite criteria as well as data entry 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 the 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 a translation when appropriate.
• Data entry 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.

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.

Ability to:

• 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 standards.
• Engage 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…