Customer Service and Research Specialist

Diversified Services Network, Inc.; Phoenix, Northern (AZ, KY); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Vision Insurance

Disability insurance

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Paid Holidays

Job summary

Diversified Services Network, Inc. is seeking a Customer Service/Research Specialist to support the state of Arizona in Phoenix. You will serve as a primary contact, answering inbound calls, guiding applicants through the eligibility process, and maintaining accurate case notes.

Working under supervision, you will verify documentation across multiple state databases, update electronic records, and collaborate with team members to resolve inquiries while upholding confidentiality and DES policies.

Qualifications

• Minimum of one (1) year of customer service, call center, administrative support, or related experience.
• Experience working directly with customers in a high-volume environment.
• Typing proficiency of 40–50 words per minute (WPM).
• Bilingual (English/Spanish) preferred but not required.
• Pay Rate: Approximately $17.00–$18.00 per hour

Responsibilities

• Answer inbound calls and assist applicants with questions regarding state programs and services.
• Make outbound calls to obtain, verify, or clarify applicant information.
• Return voicemails and document all customer interactions accurately and timely.
• Research electronic case files and review benefit information using multiple state databases.
• Enter, update, and maintain accurate case information and detailed case notes.
• Upload and process required documentation to support applicant case files.
• Explain application requirements and guide applicants through the next steps in the eligibility process.
• Maintain confidentiality while handling sensitive client information.
• Navigate multiple computer applications, databases, and browser windows simultaneously.
• Ensure all work is completed accurately, timely, and in accordance with Arizona’s policies and procedures.
• Collaborate with supervisors and team members to resolve customer inquiries and support departmental goals.

Skills

Active listening

Verbal and written communication

Time management and prioritization

Problem solving

MS Office & Google Workspace

Accurate data entry

Tools

Microsoft Word

Microsoft Excel

Google Workspace

Job description

Customer Service and Research Specialist

Position Title: Customer Service/Research Specialist
Job Location: Phoenix – 85021 Area
Employment Type: Full-Time, Onsite

Position Overview

Customer Service/Research Specialist serve as a consultant supporting the state of Arizona. This position provides customer service and administrative support to individuals applying for or receiving state benefits and services.

Working under general supervision, the specialist research and reviews applicant information, updates electronic case records, and verifies documentation using multiple state databases and computer systems. The position serves as a primary point of contact for applicants by answering inbound calls, making outbound calls, returning voicemails, and providing accurate information regarding the application and case process.

Successful candidates demonstrate professionalism, empathy, strong communication skills, and attention to detail while managing multiple systems and maintaining compliance with DES policies and procedures.

Key Responsibilities

• Answer inbound calls and assist applicants with questions regarding state programs and services.
• Make outbound calls to obtain, verify, or clarify applicant information.
• Return voicemails and document all customer interactions accurately and timely.
• Research electronic case files and review benefit information using multiple state databases.
• Enter, update, and maintain accurate case information and detailed case notes.
• Upload and process required documentation to support applicant case files.
• Explain application requirements and guide applicants through the next steps in the eligibility process.
• Maintain confidentiality while handling sensitive client information.
• Navigate multiple computer applications, databases, and browser windows simultaneously.
• Ensure all work is completed accurately, timely, and in accordance with Arizona’s policies and procedures.
• Collaborate with supervisors and team members to resolve customer inquiries and support departmental goals.

Knowledge

• Customer service principles, practices, and techniques.
• Intermediate to advanced computer skills, including accurate data entry and electronic case documentation.
• Administrative, office, and clerical procedures.
• Program rules, regulations, policies, procedures, and computer systems.
• Problem-solving techniques using logic and reasoning.
• English language, including grammar, spelling, sentence structure, and written communication.

Skills

• Active listening.
• Excellent verbal and written communication.
• Time management, organization, and prioritization.
• Problem solving and identifying appropriate solutions.
• Microsoft Office and Google Workspace applications.
• Accurate data entry and documentation.

Abilities

• Communicate professionally with customers and coworkers.
• Build rapport with customers while providing excellent service.
• Work independently and collaboratively within a team environment.
• Manage multiple priorities in a fast-paced environment.
• Adapt to changing priorities, processes, and technology.
• Maintain confidentiality and exercise sound judgment when handling sensitive information.
• Work a minimum of 40 hours per week while maintaining satisfactory attendance and punctuality.
• Apply critical thinking and reasoning to resolve customer issues.

Minimum Qualifications / Selective Preference

• Minimum of one (1) year of customer service, call center, administrative support, or related experience.
• Experience working directly with customers in a high-volume environment.
• Experience using Microsoft Word, Excel, and Google Workspace.
• Typing proficiency of 40–50 words per minute (WPM).
• Ability to work effectively in a team-oriented environment.
• Bilingual (English/Spanish) preferred but not required.
• Pay Rate: Approximately $17.00–$18.00 per hour

• 401(k)

• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays