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)
50 South Main Street, Tuba City, Arizona 86045 Posting Details:
Salary: $16.3500 hourly Grade: 15 Closing Date:
January 30, 2026

Job Summary:

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 for our Tuba City Field 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 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.
• Prepare, monitor, and submit reports.
• Data entering applications.
• Responds to difficult, time sensitive complaints and feedback.
• Provide conflict de‑escalation in dealing with irate clients.

Knowledge of:

• 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.

Skills in:

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

Ability to:

• Professionally interact with all levels of personnel and customers.
• 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 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 check; employment is contingent upon completion of the above‑mentioned process and the Agency's ability to reasonably accommodate any restrictions.
• All newly hire State employees are subject to…