Customer Service Lead: Eligibility & Benefits

AZ Dept. of Economic Security; Chandler (AZ); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

ASRS retirement

Paid holidays

Paid vacation & sick time

Parental Leave

Tuition Reimbursement

Wellness plans

Rideshare subsidy

Public Transit Subsidy

Career Development

Job summary

The Arizona Department of Economic Security (DES) is hiring for a Customer Service Representative 3 to support Nutrition Assistance, TANF, Medical Assistance, and State Programs. This in-person role handles face-to-face inquiries, data entry, and eligibility research under supervision in the Division of Benefits and Medical Eligibility.

Responsibilities include guiding customers through self-service options, processing documents, and resolving complex issues with policy analysis.

Qualifications

• Customer service practices and techniques.
• Administrative, office, and clerical procedures.
• English language for sentence structure, composition, content, spelling, and grammar.
• Program rules, regulations, policies and procedures, and computer systems.
• Problem resolution techniques using logic and reasoning.

Responsibilities

• Assist customers in a fast paced face-to-face setting while reviewing and entering information in various computer systems.
• Determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the inquiry.
• Provide assistance, guidance, and instruction to customers on use of self service options.
• Working under adverse conditions in a fast-paced environment which may involve interaction with irate or hostile customers.
• Responsible for providing case status updates to customers.
• Assist customers in uploading documents to their online account.
• Submitting changes and information received from the customer.
• Conducts a complete range of eligibility related customer service functions, which includes research, compiling information and analyze policies and procedures to resolve complex customer issues.
• Issue EBT Cards following established policy and procedures.
• Conducts a complete range of eligibility related customer service functions, which includes research, compiling information and analyze policies and procedures to resolve complex customer issues.

Skills

Active listening

Negotiation and problem resolution

Written and oral communication

Time management

Tools

Google Workspace

Job description

The Arizona Department of Economic Security (DES) is hiring for a Customer Service Representative 3 to support Nutrition Assistance, TANF, Medical Assistance, and State Programs. This in-person role handles face-to-face inquiries, data entry, and eligibility research under supervision in the Division of Benefits and Medical Eligibility.

Responsibilities include guiding customers through self-service options, processing documents, and resolving complex issues with policy analysis.