Overview
DEPARTMENT OF ECONOMIC SECURITY – Your Partner For A Stronger Arizona. DES serves more than 3 million Arizonans. Our mission is to strengthen individuals, families, and communities for a better quality of life. The position described is for a
CUSTOMER SERVICE REPRESENTATIVE 2
in the Division of Benefits & Medical Eligibility (DBME), Family Assistance Administration (FAA), located at 1701 North 4th Street, Flagstaff, Arizona 86004. This is an in-person, on-site position.
The Department of Economic Security, Division of Benefits and Medical Eligibility seeks a candidate to join the team as a Customer Service Representative 2 in our Flagstaff Field Office. The role is the first point of contact in the office and 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 actions taken to assist the customer.
Job Duties
In-person interaction with customers to determine steps to follow in the appropriate Standard Work and place customers in the correct workflow.
Screen applications for NA Expedite criteria.
Educate customers on Rights and Responsibilities, Change Reporting, Self-Service options, and interviewing requirements/processes.
Scan and upload documents into the FAA’s Document Management System and FAA’s Eligibility System into the appropriate document type.
May translate or submit translation when appropriate.
Issue EBT cards.
Ensure the NVRA process is followed.
Open and date stamp incoming mail.
Data entry on applications.
Resolve client issues and respond to difficult, time-sensitive complaints and feedback.
Refer customers to upper management for unresolved issues and provide conflict de-escalation in dealing with irate clients.
Prepare, monitor, and submit reports; order and store office supplies and equipment.
Troubleshoot equipment by contacting the Helpdesk or Resolution Center.
Knowledge, Skills & Abilities (KSAs)
Knowledge of:
Customer service practices and techniques; administrative, office, and clerical procedures; English language for structure, 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; 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 with satisfactory attendance; interact professionally with all levels of personnel and customers; engage critical thinking; multi-task and manage competing priorities; work independently or in teams; adapt to changing environments and new technologies.
Selective Preference The ideal candidate will have at least one year of experience in a direct-contact, customer service environment.
Pre-Employment Requirements
If this position requires driving or the use of a vehicle as an essential function, see Driver’s License requirements.
Successfully pass background and reference checks; employment is contingent on completion of these checks and accommodation needs.
All newly hired State employees must complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits
Comprehensive benefits package including medical, dental, life, and short-term disability insurance.
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans.
10 paid holidays per year; vacation time and sick time accrual; parental leave up to 12 weeks per year (pilot program).
Deferred compensation plan, wellness programs, tuition reimbursement, stipend opportunities, and other workplace benefits.
Rideshare and public transit subsidy; flexible schedules for work-life balance.
Retirement State employees participate in the Arizona State Retirement System (ASRS) and may participate in a voluntary deferred compensation program after a 27-week waiting period. Information about available insurance plans will be provided on or shortly after the first day of work.
Contact For questions about this opportunity, please contact Angelina Clerry at 928-606-3823 or AngelinaClerry@azdes.gov. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Individuals may request accommodations such as sign language interpretation or alternative formats by contacting the same person. Requests should be made as early as possible to arrange accommodations.
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CUSTOMER SERVICE REPRESENTATIVE 2
in the Division of Benefits & Medical Eligibility (DBME), Family Assistance Administration (FAA), located at 1701 North 4th Street, Flagstaff, Arizona 86004. This is an in-person, on-site position.
The Department of Economic Security, Division of Benefits and Medical Eligibility seeks a candidate to join the team as a Customer Service Representative 2 in our Flagstaff Field Office. The role is the first point of contact in the office and 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 actions taken to assist the customer.
Job Duties
In-person interaction with customers to determine steps to follow in the appropriate Standard Work and place customers in the correct workflow.
Screen applications for NA Expedite criteria.
Educate customers on Rights and Responsibilities, Change Reporting, Self-Service options, and interviewing requirements/processes.
Scan and upload documents into the FAA’s Document Management System and FAA’s Eligibility System into the appropriate document type.
May translate or submit translation when appropriate.
Issue EBT cards.
Ensure the NVRA process is followed.
Open and date stamp incoming mail.
Data entry on applications.
Resolve client issues and respond to difficult, time-sensitive complaints and feedback.
Refer customers to upper management for unresolved issues and provide conflict de-escalation in dealing with irate clients.
Prepare, monitor, and submit reports; order and store office supplies and equipment.
Troubleshoot equipment by contacting the Helpdesk or Resolution Center.
Knowledge, Skills & Abilities (KSAs)
Knowledge of:
Customer service practices and techniques; administrative, office, and clerical procedures; English language for structure, 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; 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 with satisfactory attendance; interact professionally with all levels of personnel and customers; engage critical thinking; multi-task and manage competing priorities; work independently or in teams; adapt to changing environments and new technologies.
Selective Preference The ideal candidate will have at least one year of experience in a direct-contact, customer service environment.
Pre-Employment Requirements
If this position requires driving or the use of a vehicle as an essential function, see Driver’s License requirements.
Successfully pass background and reference checks; employment is contingent on completion of these checks and accommodation needs.
All newly hired State employees must complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits
Comprehensive benefits package including medical, dental, life, and short-term disability insurance.
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans.
10 paid holidays per year; vacation time and sick time accrual; parental leave up to 12 weeks per year (pilot program).
Deferred compensation plan, wellness programs, tuition reimbursement, stipend opportunities, and other workplace benefits.
Rideshare and public transit subsidy; flexible schedules for work-life balance.
Retirement State employees participate in the Arizona State Retirement System (ASRS) and may participate in a voluntary deferred compensation program after a 27-week waiting period. Information about available insurance plans will be provided on or shortly after the first day of work.
Contact For questions about this opportunity, please contact Angelina Clerry at 928-606-3823 or AngelinaClerry@azdes.gov. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Individuals may request accommodations such as sign language interpretation or alternative formats by contacting the same person. Requests should be made as early as possible to arrange accommodations.
#J-18808-Ljbffr