Customer Service Representative 2

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 and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
6010 North 57th Drive, Glendale, Arizona 85301

Posting Details:

Salary: $ hourly 

Grade: 15

Closing Date: January 20, 2025

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strength individuals, families, and communities for a better quality of life. DES is looking for individuals that are committed to service, community, and teamwork. To learn more about DES please visit  or click on the link here to view 'Our DES' video. Come Join the DES Team

If you enjoy helping people and being recognized for your efforts, a customer service career at the Arizona Department of Economic Security (DES) is the job for you.

The Department of Economic Security, Division of Benefits and Medical Eligibility, is seeking an experienced, highly motivated individual to join our team as a Customer Service Representative 2 at our Glendale Field Office. This position is the first point of contact in the office. This position, under general supervision, will screen applications for Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA). The member will use the state system to record details of customer interactions, complaints, or comments, as well as details on actions taken to assist the customer. This is an in-person, on-site position. 

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 the customer in the correct workflow.
• Screen applications for NA Expedite criteria as well as data entry applications.
• 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 the FAA's Eligibility System into the appropriate document type.
• Ordering and storing office supplies and equipment.
• Issue Electronic Benefit Transfer (EBT) cards.
  
• Ensure the Voter Registration process is followed.
• May translate or submit a translation when appropriate.
• Data entry applications.
• Resolve client issues.
• Responds to difficult, time-sensitive complaints and feedback.
• Provide conflict de-escalation in dealing with irate clients.
• Refer customers to upper management for unresolved issues.
• Open and date-stamp incoming mail.
• Troubleshooting equipment by contacting the Helpdesk or Resolution center.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Computer service practices and techniques.
• Administrative, office, and clerical procedures.
• Program rules, regulations, policies, procedures, and computer systems.
• Problem resolution techniques using logic and reasoning.
• English language for sentence structure, composition, content, spelling, and grammar.

Skills in:

• Active listening.
• Good written and oral communication to convey information effectively.
• Effective time management, organization, and prioritizing tasks.
• Identifying alternative solutions.
• Use of Google Workspace.

Ability to:

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

Selective Preference(s):

The ideal candidate for this position will have:

• 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 check; 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 Verification Program (E-Verify).

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 to Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance
  

Learn more about the Paid Parental Leave pilot program here.  For a complete list of benefits provided by The State of Arizona, please visit our benefits page

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.

Contact Us:

For questions regarding this career opportunity, please contact Alex Rivera at or  

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 or Requests should be made as early as possible to allow time to arrange the accommodation.

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