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Client Support Specialist 2
2 months ago
Position Overview:
Are you eager to contribute to a team dedicated to enhancing the lives of individuals and families? The Arizona Department of Economic Security (DES) is seeking passionate individuals who value service, community, and collaboration. To discover more about our mission, please visit our website or view our introductory video. Join the DES Team
If you find fulfillment in assisting others and appreciate recognition for your contributions, a career in customer service with the Arizona Department of Economic Security (DES) is the ideal opportunity for you.
The Division of Benefits and Medical Eligibility at the Department of Economic Security is looking for a skilled and enthusiastic individual to become a Customer Service Representative in our office. This role serves as the initial point of contact for clients. Under general supervision, the representative will evaluate applications for Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA). The representative will utilize the state system to document customer interactions, feedback, and actions taken to support clients. This position requires in-person attendance.
Key Responsibilities include but are not limited to:
Engaging directly with clients to assess their needs and guide them through the appropriate procedures. Evaluating applications for NA Expedite criteria and entering data accurately. Informing clients about their Rights and Responsibilities, Change Reporting, Self-Service options, and interview processes. Scanning and uploading documents into the relevant systems. Managing office supplies and equipment. Issuing Electronic Benefit Transfer (EBT) cards. Ensuring compliance with the Voter Registration process. Providing translation services when necessary. Processing incoming mail. Addressing client concerns effectively. Referring unresolved issues to higher management. De-escalating conflicts with upset clients. Troubleshooting equipment issues by contacting support services. Knowledge, Skills & Abilities (KSAs):Required Knowledge:
Proficient in computer service practices and techniques. Familiar with administrative, office, and clerical procedures. Understanding of program rules, regulations, policies, and procedures. Skilled in problem resolution techniques utilizing logic and reasoning. Proficient in English language structure, composition, and grammar.Required Skills:
Active listening abilities. Strong written and verbal communication skills for effective information dissemination. Excellent time management, organizational, and task prioritization skills. Proficient in using Google Workspace. Capable of identifying alternative solutions.Required Abilities:
Ability to interact professionally with all levels of personnel and clients. Capacity to work independently or collaboratively within a team. Ability to manage multiple tasks and work under pressure. Adaptability to changing environments and new technologies.Commitment to maintaining satisfactory attendance and punctuality standards. Engage in critical thinking using logic and reasoning. Preferred Qualifications:
The ideal candidate will possess:
A minimum of one year of experience in a customer service role involving direct client interaction. Pre-Employment Requirements: Candidates may be required to pass a background and reference check; employment is contingent upon successful completion of this process. All newly hired State employees must successfully complete the Electronic Employment Verification Program (E-Verify). Benefits:The Arizona Department of Economic Security offers a comprehensive benefits package, including:
Affordable 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 time accrued at 4.00 hours bi-weekly for the first three years. Paid Parental Leave of up to 12 weeks per year for new parents. Sick time accrued at 3.70 hours bi-weekly. Deferred compensation plan. Wellness programs. Tuition reimbursement opportunities. Stipend opportunities. Infant to Work Program. Rideshare and Public Transit Subsidy. Career advancement and employee development opportunities. Flexible scheduling to promote work/life balance.For more information about the benefits provided by the State of Arizona, please visit our website.
Retirement:State employees are required to participate in the Arizona State Retirement System (ASRS) and the Long-Term Disability (LTD) program after a waiting period. The ASRS defined benefit plan offers lifelong income upon retirement. Additional information regarding available insurance plans and enrollment instructions will be provided on or shortly after your first day of work.