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Arizona Department of Economic Security · 4 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 for a better quality of life. They are seeking a Customer Service Representative 2 to provide administrative and customer service support for the Division of Benefits and Medical Eligibility, ensuring excellent service and organization within the office.

AssociationGovernmentInformation TechnologySecurity

Responsibilities

Provide excellent customer service by greeting customers in person and on the telephone

In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow

Resolve client issues

Responds to difficult, time sensitive complaints and feedback

Prepare, monitor, and submit reports

Provide support to office staff members; screen incoming telephone calls and mail, and route them to the appropriate staff member

Obtain preliminary information for screening purposes; update various computer databases; research, copy, scan, fax, log and track information

Register and input client applications into the eligibility systems that include but are not limited to Arizona Technical Eligibility Computer System (AZTECS) and Health-E-Arizona Plus

Issues EBT cards in person at various DOTS locations

Qualification

Customer serviceGoogle WorkspaceData entryBilingualActive listeningWritten communicationOral communicationTime managementProblem solving

Required

Provide excellent customer service by greeting customers in person and on the telephone

In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow

Resolve client issues

Responds to difficult, time sensitive complaints and feedback

Prepare, monitor, and submit reports

Provide support to office staff members; screen incoming telephone calls and mail, and route them to the appropriate staff member

Obtain preliminary information for screening purposes; update various computer databases; research, copy, scan, fax, log and track information

Register and input client applications into the eligibility systems that include but are not limited to Arizona Technical Eligibility Computer System (AZTECS) and Health-E-Arizona Plus

Issues EBT cards in person at various DOTS locations

Knowledge of customer service practices and techniques

Knowledge of administrative, office, and clerical procedures

Knowledge of program rules, regulations, policies and procedures, and computer systems

Skill in active listening

Skill in good written and oral communication to convey information effectively

Skill in effective time management, organization and prioritizing tasks

Skill in use of Google Workspace

Skill in identifying alternative solutions

Ability to measure and meet productivity and quality standards

Ability to professionally interact with all levels of personnel and customers

Ability to multi-task and work under competing priorities

Ability to work independently or collaboratively with a group

Ability to adapt to changing environments and new technologies

This position requires driving, the use of a vehicle is an essential function of the job to conduct State business

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)

Preferred

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

Bi-lingual is a plus