CUSTOMER SERVICE REPRESENTATIVE 3 ( TRIAGE CUSTOMER SERVICE REPRESENTATIVE)
Arizona State Government, Somerton, AZ, United States
CUSTOMER SERVICE REPRESENTATIVE 3 ( TRIAGE CUSTOMER SERVICE REPRESENTATIVE)
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. Please visit des.az.gov or click on the link here to view ‘Our DES’ video. Come Join the DES Team! This position will, under minimal supervision, work independently, interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer 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). This position will use the state system to record and research complaints regarding benefit eligibility, benefit amounts, technical issues, notices, federal regulations, and case statuses. The Triage Customer Service Representative will resolve non-eligibility-related issues (fair hearings, medical emergencies, benefit restoration, etc.). This position will confer with customers to gather additional information to resolve complaints or issues, explain case facts, and offer community or other support options. This is an in-office position.
Job Duties
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 on 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 include researching, compiling information, and analyzing 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, completing the EBT log and assisting customers with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers.
Knowledge
Customer service practices and techniques.
English language for sentence structure, composition, content, spelling, and grammar.
Program rules, regulations, policies, procedures, and computer systems.
Skills
Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Effective time management, organization, and prioritizing tasks.
Use of computer applications and computer navigation.
Abilities
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.
Selective Preferences
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 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 restrictions.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E‑Verify).
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 per year paid leave for newborn or newly‑placed foster/adopted child.
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Retirement State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long‑Term Disability (LTD) program after a 27‑week waiting period. The ASRS defined benefit plan provides for life‑long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax‑deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.
Equal Opportunity Employer The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation, such as a sign‑language interpreter or an alternative format, by contacting Alex Rivera at 480‑910‑0533 or email AlejandroRivera@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.
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Job Duties
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 on 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 include researching, compiling information, and analyzing 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, completing the EBT log and assisting customers with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers.
Knowledge
Customer service practices and techniques.
English language for sentence structure, composition, content, spelling, and grammar.
Program rules, regulations, policies, procedures, and computer systems.
Skills
Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Effective time management, organization, and prioritizing tasks.
Use of computer applications and computer navigation.
Abilities
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.
Selective Preferences
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 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 restrictions.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E‑Verify).
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 per year paid leave for newborn or newly‑placed foster/adopted child.
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Retirement State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long‑Term Disability (LTD) program after a 27‑week waiting period. The ASRS defined benefit plan provides for life‑long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax‑deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.
Equal Opportunity Employer The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation, such as a sign‑language interpreter or an alternative format, by contacting Alex Rivera at 480‑910‑0533 or email AlejandroRivera@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.
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