Customer Service Representative ( Triage 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 3 (TRIAGE CUSTOMER SERVICE REPRESENTATIVE)

Job Location:

Division of Benefits and Medical Eligibility, Family Assistance Administration (FAA), Triage Customer Care Center, 1800 East Palo Verde Street, Yuma, Arizona 85365, 674 East Main Street, Somerton, Arizona 85350.

Salary: $17.35 per Hour ($36,088.00 annually). Grade: 16.

Closing Date:
January 16, 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 who are committed to service, community, and teamwork. 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 Triage Customer Service Representative.

This position will, under minimal supervision, work independently, interpret and apply established policy and procedures to resolve customer inquiries and determine the customer's needs for services requested for the programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs administered by the Division of Benefits and Medical Eligibility (DBME).

Essential Duties and Responsibilities include but are not limited to:

• Assist customers by phone in an inbound call center setting while reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the customer’s call.
• Educate customers of Self‑Service options and assist with various assigned call types to help the customer with the reason for their call.
• Conduct a complete range of eligibility related customer service functions, which includes research, compile information and analyze policies and procedures to resolve complex customer issues.
• Respond to difficult, time sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de‑escalation in dealing with emotional or irate customers.
• Issue EBT cards following established policy and procedures, completion of EBT log, and assisting customers with submitting requests for Electronic Benefits Replacement and process requests to mail voter registration forms to customers.

Knowledge of:

• Customer service practices and techniques.
• English language for sentence structure, composition, content, spelling, and grammar.
• Program rules, regulations, policies and procedures, and computer systems.

Skills in:

• Active listening, give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times.
• Effective time management, organization, and prioritizing tasks.
• Use of computer applications and computer navigation.

Ability to:

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Service orientation, actively looking for ways to help people.
• Engage critical thinking using logic and reasoning.

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 business, then the following requirements apply:
  Driver’s License Requirements.
• Successfully pass background and reference checks; employment is contingent upon completion of the above‑mentioned process and the agency’s ability to reasonably accommodate any…