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Job Information
Job Title:  CUSTOMER SERVICE REPRESENTATIVE 1 
Agency:  DEPARTMENT OF ECONOMIC SECURITY 
Job Reference ID:  59178 
Category:  CUSTOMER SERVICE 
Grade:  13 
Posted Date:  10/16/2020 
Close Date:  10/23/2020 
Job Description




DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona

 

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision that every child, adult, and family in Arizona will be safe and economically secure.

 

Our Mission is to make Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable.

 

 

CUSTOMER SERVICE REPRESENTATIVE 1

Division of Benefits and Medical Eligibility (DBME)

Indian School Local Office

4522 West Indian School Road, Phoenix, AZ 85031

www.azdes.gov


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 (DES) is looking for individuals that are committed to service, community, and teamwork.

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 with the Indian School Local Office. The person in this position under general supervisor is responsible for:

  • Screening Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) 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, Arizona Technical Eligibility Computer System (AZTECS), etc.

  • They will also prepare applications and all preliminary data screens for eligibility determinations in a timely and accurate manner.

  • Scan information into On-Base

  • Assist/log customers as the lobby concierge into the lobby tracker.

  • Issue Electronic Benefits Transfer (EBT) cards.

 

Knowledge, Skills, Abilities:

  • 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, Household System Check (HOSC) On-Base, and AZTECS used to print case records.

  • 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 organization skill used to schedule and track appointment notices to customers/clients.

  • Customer Service skills with interpersonal communication and courteous conduct.

  • 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.

Qualifications:

  • At least one-year experience in a direct contact, customer service environment.

Licenses and Certifications:

  • 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.

  • If the position is required to drive on state business, this 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 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

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

  • RideShare and Public Transit Subsidy

  • Career Advancement Opportunities

  • Tuition reimbursement

  • Opportunity to work remotely (home office) on an ad-hoc basis

Interested?

Apply through azstatejobs.azdoa.gov. For questions about this career opportunity, please call Jennifer Honhoinewa at (602) 771-2066 or email [email protected]

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602 771-2066. 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.  

Equal Opportunity Employer/Program ? 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. ?Free 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:  $0.00-12.00 

 

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