CUSTOMER SERVICE SPECIALIST

Would you like to be part of an amazing culture that helps Arizonans reach their full potential through providing services to support them? The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service, community, and teamwork.

The Department of Economic Security, Division of Developmental Disabilities (DDD), is seeking an experienced and highly motivated individual to join our team as a Customer Service Specialist 2. DDD provides individuals with developmental disabilities, and their families, services and supports that are flexible, high quality, and member driven. These services provide individuals with opportunities to exercise their rights and responsibilities of independent decision-making and engagement in the community.

• Receives, enters, and resolves grievances (complaints), inquiries or requests for assistance from callers.
• Work with the Lead Grievance Specialist, many times in conjugation with various Division staff. Some grievances resolved by the Lead Grievance Specialist, many times in conjugation with various Division staff to collaborate for resolution. Many grievances result in inquiries to leaders within the Division.
• Documents all updates in the RS every 3-5 days while updating the complainant.
• Monitors, tracks, and works towards a quick resolution of grievances.
• Upon resolution of each grievance, the grievance specialist contacts the complainant to discuss the closure/resolution and issues a letter of closure.

• Knowledge of Division policies, procedures and updated processes and requirements of the AHCCCS Deliverable in the Division's contract.
• Knowledge of Federal and State laws, rules, and regulations related to individuals with developmental disabilities.
• Knowledge of Principles of family support and self-determination.
• Knowledge of Public relations and training/presentation.
• Problem identification and resolution techniques.
• Skills in Implementing and evaluating/analyzing member and family support programs.
• Skills in Interacting and working with diverse individuals, advocacy groups, First Responders, and others in a professional manner.
• Skills in Report development and strong writing skills.
• Ability to Effectively represent the Department/Division with internal and external stakeholders.
• Ability to Read, comprehend and apply policies, procedures, etc. with a commitment to continuous improvement.
• Ability to Adapt.
• Ability to Effectively manage resources to ensure work is completed efficiently and timely per AHCCCS Deliverable contract.

Understanding of developmental disabilities, DDD, AHCCCS, Support Coordination. At least 2 years of experience in customer service dealing with heavy public contact preferred.

• Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.) AND have an acceptable driving record in accordance with DES Fleet Management-Safety Program policy and procedures (DES 1-07-26 & DES 1-07-26-01). Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursement.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

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.

For questions regarding this career opportunity, please contact Wendy Browning at 480-273-9918 or wbrowning@azdes.gov. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 480-273-9918. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.