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Arizona Department of Economic Security · 12 hours ago

CUSTOMER SERVICE REPRESENTATIVE 2

Glendale, AZ

Full-time

Onsite

Entry Level

$16.35/hr - $16.35/hr

1+ years exp

The Arizona Department of Economic Security (DES) is dedicated to strengthening individuals, families, and communities in Arizona. They are seeking a Customer Service Representative 2 to serve as the first point of contact in their Glendale Field Office, responsible for screening applications and assisting customers with various services.

AssociationGovernmentInformation TechnologySecurity

Responsibilities

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

Qualification

Customer service practicesProblem resolution techniquesGoogle WorkspaceEffective communicationActive listeningNegotiationTime managementCritical thinking

Required

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

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

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

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)