Chief People Office :


Job Information
Job Reference ID:  59208 
Grade:  13 
Posted Date:  10/15/2020 
Close Date:  10/18/2020 
Job Description


Your Partner For A Stronger Arizona

Customer Service Representative 1 – Douglas

615 East 2nd Street, Douglas, Arizona 85607

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 Alex Rivera at (520) 237-4762 or Email at [email protected] 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 performs customer service functions such as greeting and directing the public in an office setting.  Responsibilities include; accept, review, research, and data enter applications for programs governed by the Family Assistance Administration (FAA) such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs.  May screen incoming calls and direct to appropriate staff or take a message and route.  Open, date stamp, and route mail.  Prepare and submit reports, prepare documents for imaging, translate or submit for translation when appropriate, scan, and upload into FAA's Document Management System or FAA's eligibility system, and validate; complete the Electronic Benefit Transfer process.

Knowledge, Skills and Abilities:

-       Knowledge of customer service practices and techniques to provide good customer service.

-       Knowledge of administrative, office, and clerical procedures.

-       Knowledge of English language for sentence structure, composition, content, spelling, and grammar.

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

-       Knowledge of problem resolution techniques using logic and reasoning. 

-       Knowledge of imaging practices and procedures to meet productivity and quality standards.

-       Active listening skills to understand needs of clients and point(s) being made requiring negotiation and problem resolution skills.

-       Good written and oral communication skills to convey information effectively.

-       Effective time management and organizational skills for managing and prioritizing tasks.

-       Skilled in Microsoft Office.

-       Skill to identify strengths and weaknesses of  alternative solutions.

-       Skill in timely follow-up on unresolved conflicts Ability to apply basic mathematical skills to determine public assistance eligibility.

-       Ability to measure and meet productivity and quality standards.

-       Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards

-       Ability to interact with all levels of personnel and clientele in a professional manner

-       Ability to understand written composition in work related documents.

-       Ability to engage critical thinking using logic and reasoning.

-       Ability to prioritize and organize multiple tasks.

-       Ability to identify feasible alternative solutions.

-       Ability to work independently or collaboratively with a group.

-       Ability to adapt to changing environments and new technologies.

Licenses and Certifications:

-     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.


-          Bilingual in Spanish is preferred

-          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.



Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting (520) 237-4762.  Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.



Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $12.00-12.00 


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