Phoenix, AZ - Business Operations - AZDES - Office of Director (OOD) - Customer
Nesco Resource, Phoenix, AZ, United States
Customer Service Representative II – Office of the Ombudsman (DES)
Position Overview
The Office of the Ombudsman (OMB) is a specialized division within the Department of Economic Security (DES) that helps address and resolve client concerns on behalf of the DES Director. The office operates in an informal, confidential, neutral, and non-partisan manner.
The Customer Service Representative II will support the Ombudsman office by documenting and tracking client concerns using Salesforce. Concerns may come through voicemail, email, or an online web form. This role requires strong communication skills, patience, and the ability to multitask while providing excellent customer service.
Schedule: Monday – Friday 8:00 AM – 5:00 PM
Key Responsibilities
Enter and track customer concerns in
Salesforce
received through voicemail, email, and web forms.
Listen to and transcribe voicemail messages from DES clients.
Use critical thinking to direct concerns to the appropriate DES programs or departments.
Research information to assist with both DES-related and non-DES related issues.
Maintain clear and accurate documentation of client concerns.
Perform additional administrative and customer service tasks as needed.
Required Qualifications
Experience working as a
Customer Service Representative or in a similar role
Strong
communication, interpersonal, and problem-solving skills
Ability to
multitask and manage time effectively
Experience using
Google Suite and general computer systems
Ability to remain
patient, calm, and professional when handling concerns
High school diploma or equivalent
Knowledge Areas
Customer service principles
Administrative and clerical practices
English language proficiency
Key Skills
Active listening
Critical thinking
Speaking and written communication
Problem solving
Judgment and decision making
Time management
Social awareness and customer care
Abilities
Strong written and verbal communication
Clear speech and listening comprehension
Deductive and inductive reasoning
Ability to recognize and address customer concerns effectively
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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The Customer Service Representative II will support the Ombudsman office by documenting and tracking client concerns using Salesforce. Concerns may come through voicemail, email, or an online web form. This role requires strong communication skills, patience, and the ability to multitask while providing excellent customer service.
Schedule: Monday – Friday 8:00 AM – 5:00 PM
Key Responsibilities
Enter and track customer concerns in
Salesforce
received through voicemail, email, and web forms.
Listen to and transcribe voicemail messages from DES clients.
Use critical thinking to direct concerns to the appropriate DES programs or departments.
Research information to assist with both DES-related and non-DES related issues.
Maintain clear and accurate documentation of client concerns.
Perform additional administrative and customer service tasks as needed.
Required Qualifications
Experience working as a
Customer Service Representative or in a similar role
Strong
communication, interpersonal, and problem-solving skills
Ability to
multitask and manage time effectively
Experience using
Google Suite and general computer systems
Ability to remain
patient, calm, and professional when handling concerns
High school diploma or equivalent
Knowledge Areas
Customer service principles
Administrative and clerical practices
English language proficiency
Key Skills
Active listening
Critical thinking
Speaking and written communication
Problem solving
Judgment and decision making
Time management
Social awareness and customer care
Abilities
Strong written and verbal communication
Clear speech and listening comprehension
Deductive and inductive reasoning
Ability to recognize and address customer concerns effectively
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
#J-18808-Ljbffr