State of Arizona :


Job Information
Job Title:  Customer Services Representative 1 
Job Reference ID:  54139 
Grade:  13 
Posted Date:  02/14/2020 
Close Date:  02/23/2020 
Job Description


Your Partner For A Stronger Arizona

Customer Services Representative 1

1812 W. Monroe, Phoenix, AZ 85007

Would you like to be part of an amazing culture that helps assist 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, Vision and Life and Disability Insurance

-       10 holidays per year

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

-       Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)

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

-       Ride Share and Public Transit Subsidy

-       Career Advancement Opportunities

-       Tuition reimbursement


Apply through For questions about this career opportunity, please call (602) 771-2792. 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 Aging and Adult Services is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative (CSR) 1.  The position is responsible for answering hot-line report calls, general line calls and processing online reports.  Call Center hours of operation are Monday – Friday, 7:00am to 7:15pm and Saturdays, Sundays and holidays 9:30am to 6:00pm.

Knowledge, Skills and Abilities:

-          Knowledge of the state statutes and policy related to the reporting of vulnerable adult maltreatment

-          Knowledge of the state’s adult protection system including reporting, investigation and protective service

-          Knowledge of data systems and data communication technology required to support a statewide call center reporting and database

-          Knowledge of internet integration and software applications

-          Knowledge of administrative, clerical procedures and systems such as word processing, managing files, records, office procedures and terminology

-          Skill in verbal and written communications

-          Skill in establishing and maintaining interpersonal relationships

-          Skill in interviewing, eliciting and gathering information, active listening and giving full attention to what other people are saying

-          Skill in writing, editing, documenting and creating reports

-          Skill in critical thinking and using logic and reasoning to gather information

-          Skill in organization and time management

-          Skill in Microsoft Office suite

-          Ability to manage heavy workload with high level of accuracy

-          Ability to work independently

-          Ability to listen and respond appropriately to others and to convey information orally and in writing to ensure message is understood

-          Ability to comprehend and understand written sentences and paragraphs in work related documents

-          Ability to interact in a sensitive and respectful manner

-          Ability to handle a high volume of calls

-          Ability to maintain confidentiality and accurately apply applicable statutes, policies and procedures

Licenses and Certifications:

-          Arizona Level 1 Fingerprint Clearance Card

-          Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative                      Code R2-10-207.12.) AND have an acceptable driving record in accordance with DES Fleet Management-Safety Program policy and procedures (DES 1-07-26 & DES 1-07-26-01). Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.

-          Be subject to CPS/APS registry check.


-         Two (2) years of customer service experience in a call center environment.

-          Medical and/or medical terminology experience preferred.

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:  $0.00-15.04 


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