Customer Service Representative 2

3 weeks ago

Tucson, United States State of Arizona Full time

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 - TUCSON**

Job Location:
Division of Benefits and Medical Eligibility (DBME)

Family Assistance Administration (FAA)

316 West Ft Lowell Road, Tucson, AZ 85705
1455 South Alvernon Way, Tucson, AZ 85711
4760 South Park Avenue, Tucson, AZ 85741

Posting Details:
**Salary**: $16.3500 Hourly ($34,008.00 Annually)

Grade: 15

Closing Date: May 22, 2024

Job Summary:
Job Duties:
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.
- 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.
- May translate or submit translation when appropriate.
- Issue EBT cards.
- Ensure the NVRA process is followed.
- Open and date stamp incoming mail.
- Resolve client issues.
- Responds to difficult, time sensitive complaints and feedback.
- Refer customers to upper management for unresolved issues.
- Provide conflict de-escalation in dealing with irate clients.
- Prepare, monitor, and submit reports.
- Ordering and storing office supplies and equipment.
- Troubleshooting equipment by contacting the Helpdesk or Resolution center.
- Key ETE information into an automated system accurately and timely for self and as a proxy.

Knowledge, Skills & Abilities (KSAs):
Knowledge of:

- Customer 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
- English language for sentence structure, composition, content, spelling, grammar

Skills in:

- Negotiation and problem resolution
- Active Listening and identifying alternative solutions
- Effective time management, organization and prioritizing tasks
- Good written and oral communication to convey information effectively
- Use of Google Workspace

Ability to:

- Measure and meet productivity and quality standards
- Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards
- Professionally interact with all levels of personnel and customers
- Engage critical thinking using logic and reasoning
- Multi-task and work under competing priorities
- Work independently or collaboratively with a group
- Adapt to changing environments and new technologies

Selective Preference(s):

- At least one year 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, 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.

**Benefits**:
The Arizona Department of Economic Security offers a comprehensive benefits package to include:

- 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
- Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
- Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
- Sick time accrued at 3.70 hours bi-weekly
- Deferred compensation plan
- Wellness plans
- Tuition Reimbursement
- Stipend Opportunities
- Infant at Work Program
- Rideshare and Public Transit Subsidy
- Career Advancement & Employee Development Opportunities
- Flexible schedules to create a work/life balance

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.

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