Chief People Office :


Job Information
Job Title:  CUST SVC REP 1 
Job Reference ID:  54132 
Grade:  13 
Posted Date:  02/14/2020 
Close Date:   
Job Description


Your Partner For A Stronger Arizona

Customer Service Representative 1

100 North Tonto Street, Payson, Arizona 85541

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


Apply through  For questions about this career opportunity, please call (520) 858-7163.  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 Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 1. This position serves as the first point of contact to our customers seeking assistance with eligibility for program services. Additional responsibilities include, screening Medical Assistance, Nutritional Assistance, and Cash Assistance applications. The member will also update, input into the automated system. Screen all incoming telephone calls, direct mail to appropriate unit staff. Access appropriate systems (On-Base, AZTECS, etc.). They will also prepare applications and all preliminary data screen for eligibility determinations in a timely and accurate manner. Scan information into On-Base. Assist/log customers as the lobby concierge into lobby tracker. Issue EBT cards and AFIB customers.

Knowledge, Skills and Abilities:

-          Must have a basic knowledge of the usage of the terminal/personal computer, office equipment, general rules, policies and procedures.

-          Knowledge of telephone etiquette and organizational structure to ensure customer is directed appropriately.

-          Knowledge of the appropriate systems, (HOSC, On-Base, AZTECS).

-          Knowledge of application forms to explain procedures to applicant via telephone, in person or by correspondence.

-          Knowledge and skill in preparing applications and/or preliminary data for eligibility determination.

-          Knowledge of supply ordering and time sheet input.

-          Must be skilled in typing and data entry necessary to perform the job along with systems used to obtain information.

-          Must be skilled in customer service techniques i.e. listening oral and written communication.

-          Must be skilled in application screening for Medical Assistance, Nutritional Assistance, and Cash Assistance.

-          Skill in reviewing application/documents for completion.

-          Skill in researching missing documents/information.

-          Excellent organizational skill used to schedule and track appointment notices to customers/clients.

-          Customer Service skills with interpersonal communication and courteous conduct.

-          Ability to constantly interact with the public on a daily basis, providing a positive, welcoming and helpful attitude.

-          Ability to determine and/or refer customer/client to appropriate staff based on the need of the customer.

-          Ability to review and determine incomplete or invalid documents.

-          Ability to screen and refer incoming telephone calls to appropriate staff.

-          Ability to open, screen, sort and route incoming mail appropriately.

-          Ability in the use of office equipment to fax, copy and print documents for case records.

-          Ability to transfer/routes cases to appropriate local office when applicable.

Licenses and Certifications:

-          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).


-          Ideal candidate will have at least one-year experience in a direct contact, customer service environment.

-          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:  $12.00-12.00 


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