CUSTOMER SERVICE REPRESENTATIVE 2
Arizona State Government, Tucson, AZ, United States
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 & Medical Eligibility (DBME), Family Assistance Administration (FAA), Tucson Medical Center, 5301 East Grant Road, Tucson, Arizona 85712.
Posting Details: Salary: $16.35 / hourly. Grade: 15. Closing Date: April 19, 2026.
Job Summary We are looking for an experienced and highly motivated individual to join our team as a Customer Service Representative 2. This position is the first point of contact in the office and will screen Medical Assistance, Nutritional Assistance and Cash Assistance applications. The member records customer interactions, complaints or comments in the state system and performs related tasks. This is an in‑person, on‑site position at the Tucson Medical Center. The employee must abide by hospital rules related to annual and mandatory vaccinations, testing and screenings.
Job Duties
In person interaction with customers to determine appropriate steps and place customers in the correct workflow.
Screen applications for NA expedited criteria.
Educate customers on rights and responsibilities, change reporting, self‑service options and interview requirements/process.
Scan and upload documents into the FAA’s document management system and FAA’s eligibility system.
Translate or submit translations when appropriate.
Issue EBT cards.
Ensure the NVRA process is followed.
Open and date stamp incoming mail.
Enter data into applications.
Resolve client issues.
Respond to time‑sensitive complaints and feedback.
Refer customers to upper management for unresolved issues.
De‑escalate conflict 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; computer skills.
Administrative, office, and clerical procedures.
English language for sentence structure, composition, content, spelling and grammar.
Program rules, regulations, policies and procedures, and computer systems.
Skills in:
Active listening.
Negotiation and problem resolution.
Effective written and oral communication.
Time management, organization and prioritizing tasks.
Use of Google Workspace.
Identifying alternative solutions.
Abilities to:
Meet productivity and quality standards.
Work at least 40 hours per week while maintaining attendance and punctuality.
Interact professionally with all levels of personnel and customers.
Use critical thinking, logic and reasoning.
Multitask and work under competing priorities.
Work independently or collaboratively.
Adapt to changing environments and new technologies.
Selective Preference
At least one year of experience in a direct‑contact customer service environment.
Pre‑Employment Requirements
For positions requiring driving, see Driver’s License Requirements.
Successfully pass background and reference checks; employment contingent on completion and accommodation of any restrictions.
All newly hired State employees must complete the Electronic Employment Eligibility Verification Program (E‑Verify).
Abide by hospital rules regarding vaccinations, testing and screenings.
Benefits
Affordable medical, dental, life, and short‑term disability insurance plans.
Participation in the Arizona State Retirement System (ASRS) and long‑term disability plans.
10 paid holidays per year.
Paid vacation and sick time.
Paid parental leave – up to 12 weeks of paid leave for new or adopted children.
Deferred compensation plan.
Wellness plans.
Tuition reimbursement.
Stipend opportunities.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.
Learn more about the Paid Parental Leave pilot program.
Retirement State employees must participate in the Arizona State Retirement System after a 27‑week waiting period. Participants also have options for voluntary deferred compensation. Additional information about insurance plans, enrollment, and effective dates will be provided shortly after employment commences.
Contact For questions, contact Angelina Clerry at 928‑606‑3823 or AngelinaClerry@azdes.gov.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request accommodations such as a sign‑language interpreter or alternative format. Requests should be made early to allow accommodation arrangements.
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CUSTOMER SERVICE REPRESENTATIVE 2 Job Location: Division of Benefits & Medical Eligibility (DBME), Family Assistance Administration (FAA), Tucson Medical Center, 5301 East Grant Road, Tucson, Arizona 85712.
Posting Details: Salary: $16.35 / hourly. Grade: 15. Closing Date: April 19, 2026.
Job Summary We are looking for an experienced and highly motivated individual to join our team as a Customer Service Representative 2. This position is the first point of contact in the office and will screen Medical Assistance, Nutritional Assistance and Cash Assistance applications. The member records customer interactions, complaints or comments in the state system and performs related tasks. This is an in‑person, on‑site position at the Tucson Medical Center. The employee must abide by hospital rules related to annual and mandatory vaccinations, testing and screenings.
Job Duties
In person interaction with customers to determine appropriate steps and place customers in the correct workflow.
Screen applications for NA expedited criteria.
Educate customers on rights and responsibilities, change reporting, self‑service options and interview requirements/process.
Scan and upload documents into the FAA’s document management system and FAA’s eligibility system.
Translate or submit translations when appropriate.
Issue EBT cards.
Ensure the NVRA process is followed.
Open and date stamp incoming mail.
Enter data into applications.
Resolve client issues.
Respond to time‑sensitive complaints and feedback.
Refer customers to upper management for unresolved issues.
De‑escalate conflict 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; computer skills.
Administrative, office, and clerical procedures.
English language for sentence structure, composition, content, spelling and grammar.
Program rules, regulations, policies and procedures, and computer systems.
Skills in:
Active listening.
Negotiation and problem resolution.
Effective written and oral communication.
Time management, organization and prioritizing tasks.
Use of Google Workspace.
Identifying alternative solutions.
Abilities to:
Meet productivity and quality standards.
Work at least 40 hours per week while maintaining attendance and punctuality.
Interact professionally with all levels of personnel and customers.
Use critical thinking, logic and reasoning.
Multitask and work under competing priorities.
Work independently or collaboratively.
Adapt to changing environments and new technologies.
Selective Preference
At least one year of experience in a direct‑contact customer service environment.
Pre‑Employment Requirements
For positions requiring driving, see Driver’s License Requirements.
Successfully pass background and reference checks; employment contingent on completion and accommodation of any restrictions.
All newly hired State employees must complete the Electronic Employment Eligibility Verification Program (E‑Verify).
Abide by hospital rules regarding vaccinations, testing and screenings.
Benefits
Affordable medical, dental, life, and short‑term disability insurance plans.
Participation in the Arizona State Retirement System (ASRS) and long‑term disability plans.
10 paid holidays per year.
Paid vacation and sick time.
Paid parental leave – up to 12 weeks of paid leave for new or adopted children.
Deferred compensation plan.
Wellness plans.
Tuition reimbursement.
Stipend opportunities.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.
Learn more about the Paid Parental Leave pilot program.
Retirement State employees must participate in the Arizona State Retirement System after a 27‑week waiting period. Participants also have options for voluntary deferred compensation. Additional information about insurance plans, enrollment, and effective dates will be provided shortly after employment commences.
Contact For questions, contact Angelina Clerry at 928‑606‑3823 or AngelinaClerry@azdes.gov.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request accommodations such as a sign‑language interpreter or alternative format. Requests should be made early to allow accommodation arrangements.
#J-18808-Ljbffr