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State of Arizona · 14 hours ago

CUSTOMER SERVICE REPRESENTATIVE 3 ( TRIAGE CUSTOMER SERVICE REPRESENTATIVE) 538184

Yuma, AZ

Full-time

Onsite

Entry, Mid Level

1+ years exp

The State of Arizona is seeking a Triage Customer Service Representative to join the Department of Economic Security. This role involves assisting customers with inquiries related to various assistance programs and resolving complaints while applying established policies and procedures.

GovernmentOffice AdministrationPublic Relations

Responsibilities

Assist customers by phone in an inbound call center setting while reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the customers call

Educate customers of Self-Service options and assist with various assigned call types to help the customer with the reason for their call

Conducts a complete range of eligibility related customer service functions, which includes research, compile information, and analyze policies and procedures to resolve complex customer issues

Respond to difficult, time-sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de-escalation in dealing with emotional or irate customers

Issue EBT Cards following established policy and procedures, completion of EBT log, and assisting customers with submitting requests for Electronic Benefits Replacement and process requests to mail Voter Registration forms to customers

Qualification

Customer service practicesComputer applicationsActive listeningTime managementCritical thinking

Required

Customer service practices and techniques

English language for sentence structure, composition, content, spelling, and grammar

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

Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

Effective time management, organization, and prioritizing tasks

Use of computer applications and computer navigation

Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards

Service Orientation, actively looking for ways to help people

Engage critical thinking using logic and reasoning