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)

Yuma Customer Care Center / Office

1800 East Palo Verde Street, Yuma, Arizona 85364 Posting Details : Salary : $16.3500 Hourly

Grade : 15

Closing Date : 5 / 22 / 2024 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 who are committed to service, community, and teamwork. To learn more about DES, please visit des.

az.gov; or click on the link here to view 'Our DES' video. Come Join the DES Team!

Under general supervision, the Customer Service Representative 2 (CSR 2) will interpret and apply use of established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the programs governed by the Family Assistance Administration (FAA) 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).

The CSR 2 will use the state system to record details of customer interactions, complaints, or comments as well as details of actions taken to assist the customer.

This position may translate or submit for translation when appropriate, scan, and upload into the FAA's Document Management System or FAA's Eligibility System, and validate;

complete the Electronic Benefit Transfer process.

Job Duties :

Essential Duties and Responsibilities include but are not limited to :

• In person interactions with customer to determine what steps to follow in the appropriate Standard Work and place customer in the workflow or provide assistance that resolves the customer's visit.
• Accepting, scanning, and uploading documents into the FAA's Document Management System and FAA's Eligibility System into the appropriate document type.
• Data entering Applications into the FAA's Eligibility System, key address changes, and document case file.
• Conducting research, compiling information and analyzing policies and procedures to resolve clients issues.
• Responding to difficult, time sensitive complaints and feedback and refers clients to upper management for unresolved, complex complaints.
• Provides conflict de-escalation in dealing with emotional or irate clients and formulates detailed responses on resolution to clients.
• Issue EBT Cards following established policy and procedures, completion of EBT log, and assisting customer with submitting requests for Electronic Benefits Replacement.
• Other duties as assigned as related to the position

Knowledge, Skills & Abilities (KSAs) :

Knowledge of :

• Customer service practices and techniques.
• Administrative, office, and clerical procedures.
• English language for sentence structure, composition, content, spelling, and grammar.
• Problem resolution techniques using logic and reasoning.

Skilled in :

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

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) :

The ideal candidate for this position will have :

• Bilingual English / Spanish strongly preferred.
• At least one (1) year experience in a direct contact, customer service environment with public interaction.

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.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility 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 at 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 about this career opportunity, please contact Cristal Rodriguez at crirodriguez@azdes.gov.

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 crirodriguez@azdes.

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

Last updated : 2024-05-21