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)

11518 East Apache Trail, Apache Junction, Arizona 85120

Posting Details:

Salary: 16.3500

Grade: 15

Closing Date: May 27, 2024

Job Summary:

Would you like to part of an amazing team that makes Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable? The Arizona Department of Economic Security (DES) is looking for individuals that 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!

The Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced individual with customer service experience to join our team. This position works under general supervision and will provide administrative and customer service support to the office. This position will handle screening the Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. This is an in-office 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 customer in the correct workflow.

* Screen applications for NA Expedite criteria.

* 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 FAA's Eligibility System into the appropriate document type.

* May translate or submit translation when appropriate.

* Issue EBT cards.

* Ensure the NVRA process is followed.

* Open and date stamp incoming mail.

* Data entering applications.

* Resolve client issues.

* Responds to difficult, time sensitive complaints and feedback.

* Refer customers to upper management for unresolved issues.

* Provide conflict de-escalation in dealing with irate clients.

* Prepare, monitor, and submit reports.

* Ordering and storing office supplies and equipment.

* Troubleshooting equipment by contacting the Helpdesk or Resolution center.

* Key ETE information into an automated system accurately and timely for self and as a proxy.

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.

* Program rules, regulations, policies and procedures, and computer systems.

* Problem resolution techniques using logic and reasoning.

Skills 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:

* One-year experience in a direct contact position working with or providing customer service, answering questions, providing general information, and resolving simple procedural issues

* Experience using computer software to research, track or prepare information or correspondence

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 checks; 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 Renee Maurer at 480-952-1942 or Rmaurer@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 480-952-1942 or Rmaurer@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.