State of Arizona :

 

Job Information
Job Title:  CHILD SUPPORT SERVICES CALL CENTER AGENT 
Agency:  DEPARTMENT OF ECONOMIC SECURITY 
Job Reference ID:  44102 
Category:  CUSTOMER SERVICE 
Grade:  18 
Posted Date:  01/11/2019 
Close Date:  01/14/2019 
Job Description



DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona

Child Support Services Call Center Agent

3443 North Central Avenue, 16th Floor, Phoenix, Arizona 85012

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

Why Should You Apply?

We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.

-       Affordable Health, Dental and Vision

-       10 holidays per year

-       Paid Vacation and Sick time off - start earning it your 1st day

-       Life and Disability Insurance

-       Contribute to, and participate in the Arizona State Retirement System

-       Ride Share and Public Transit Subsidy

-       Career Advancement Opportunities

-       Tuition reimbursement

Interested?

Please contact us at (602) 542-8900 to start your career today or apply through azstatejobs.azdoa.gov. Requests for accommodations can be made by calling this number or by clicking this link to access the ADA Job Board.

The Department of Economic Security, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Child Support Services Call Center Agent. This position has direct client contact and assists in collection efforts by handling a high volume of incoming calls and emails from custodial and non-custodial parents, caretakers, employers and other jurisdictions.  The person in this position is responsible for reviewing and analyzing the automated case management system, interpreting data and responding to callers within required timeframes of the region. 

Knowledge, Skills and Abilities:

-          Strong understanding of In-bound/Out-bound call center policy, procedures and regulations governing confidential information and privacy through extensive experience.

-          General working knowledge of interactive voice response systems, automated dialers and the computer system; automated office systems and equipment.

-          Skilled in use of interviewing techniques to obtain accurate information.

-          Skilled in handling a high volume of in-bound calls; meeting established response times to resolve questions, issues and discrepancies.

-          Excellent communication skills (both oral and written).

-          Experience monitoring, tracking and analyzing data.

-          Ability to meet performance measures while providing excellent customer service; maintain up-to-date knowledge of policy and procedures.

-          Ability to improve performance with call center hardware and software.

-          Ability to analyze and interpret data related to court orders.

-          Ability to effectively use the automated case management system; effectively use electronic messages as a communication tool; understand related child support enforcement techniques and activities. 

-          Ability to work from 9:00 a.m. to 5:30 p.m. Monday through Friday. 

Licenses and Certifications:

-          Arizona Level One Fingerprint Clearance Card

-          If the position is required to drive on state business, the position will require the possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R2-10-207.12).

Qualifications:

-          The ideal/preferred candidate will have at least two (2) years of extensive In-bound/Out-bound call center experience.

-          Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired state employees.

-          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 Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  State employees are highly engaged, collaborative and embrace a culture of public service.

Equal Opportunity Employer/Program Ÿ Under Titles VI and VII of the Civil Rights Act of 1964 (Title VI and VII), and the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Title II of the Genetic Information Nondiscrimination Act (GINA) of 2008; the Department prohibits discrimination in admissions, programs, services, activities, or employment based on race, color, sex, national origin, age, disability, genetics and retaliation. To request this document in alternative format or for further information about this policy, contact your local office; TTY/TDD Services: 7-1-1. ŸFree language assistance for DES services is available upon request.

 

 
Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $35,736.00-35,736.00 

 

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