Service Assistance Representative 2

2 weeks ago

Kingman, United States Arizona Official Website of State of Arizona Full time

Position Overview:

Are you eager to contribute to a dedicated team that empowers individuals and families? The Arizona Department of Economic Security (DES) is on the lookout for passionate individuals who value service, community, and collaboration. If you find fulfillment in assisting others and receiving recognition for your contributions, a role as a Customer Service Representative at DES could be the perfect fit for you.

The Division of Benefits and Medical Eligibility at DES is seeking a skilled and enthusiastic professional to join our team as a Customer Service Representative. This role serves as the initial point of contact for clients, operating under general supervision to assess applications for Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA). The representative will utilize the state system to document customer interactions, complaints, and actions taken to support clients. This position requires in-person attendance.

Key Responsibilities:

  • Engage with clients face-to-face to determine the necessary steps in accordance with established procedures and direct them to the appropriate workflow.
  • Evaluate applications for NA Expedite criteria and perform data entry for applications.
  • Inform clients about their Rights and Responsibilities, Change Reporting, Self-Service options, and interview requirements.
  • Manage the scanning and uploading of documents into the Document Management System and Eligibility System.
  • Oversee the ordering and inventory of office supplies and equipment.
  • Distribute Electronic Benefit Transfer (EBT) cards.
  • Ensure compliance with the Voter Registration process.
  • Provide translation services when necessary.
  • Process incoming mail by opening and date-stamping.
  • Address and resolve client issues effectively.
  • Escalate unresolved matters to management as needed.
  • Utilize conflict resolution techniques to manage difficult client interactions.
  • Troubleshoot equipment issues by liaising with the Helpdesk or Resolution center.

Required Knowledge, Skills & Abilities:

  • Familiarity with computer service practices and administrative procedures.
  • Understanding of program regulations, policies, and computer systems.
  • Proficiency in problem-solving techniques using logical reasoning.
  • Strong command of the English language, including grammar and composition.
  • Excellent active listening and communication skills.
  • Effective time management and organizational abilities.
  • Competence in using Google Workspace.
  • Capability to identify alternative solutions to challenges.

Ideal Candidate Profile:

  • A minimum of one year of experience in a customer service role involving direct client interaction.

Employment Requirements:

  • Successful completion of background and reference checks is mandatory.
  • All new hires must complete the Electronic Employment Verification Program (E-Verify).

Benefits:

  • Comprehensive medical, dental, life, and short-term disability insurance options.
  • Participation in the Arizona State Retirement System (ASRS) and Long-Term Disability plans.
  • Ten paid holidays annually.
  • Vacation accrual at a rate of 4.00 hours bi-weekly for the first three years.
  • Paid Parental Leave for up to 12 weeks for eligible new parents.
  • Sick leave accrual at 3.70 hours bi-weekly.
  • Opportunities for tuition reimbursement and career advancement.
  • Flexible work schedules to promote work-life balance.

For more information about the benefits offered by the State of Arizona, please refer to the official resources.

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