CUSTOMER SERVICE REPRESENTATIVE 3

State of Arizona; Parker (AZ); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Retirement plan

Job summary

The Arizona Department of Economic Security (DES) seeks a Customer Service Representative 3 for its Parker DOTS location to help Arizonans thrive by interpreting and applying established policies to resolve inquiries in person.

Under minimal supervision, you will determine customers' needs for programs such as Nutrition Assistance, TANF and Medical Assistance, handling data entry, document uploads and case status updates in a fast-paced, on-site setting.

Qualifications

• Experience in a direct contact, customer service environment.
• Strong written and spoken English communication.
• Ability to navigate multiple computer systems and perform data entry.
• Ability to learn and apply program rules, policies and procedures.

Responsibilities

• Assist customers in face-to-face setting while reviewing and entering information in computer systems.
• Determine steps following standard work to place customers in workflow or provide assistance.
• Provide guidance on self-service options.
• Handle interactions with irate or hostile customers professionally.
• Provide case status updates to customers.
• Assist customers in uploading documents to their online account.
• Submit changes and information received from customers.
• Issue EBT Cards following established policy and procedures.
• Conduct a range of eligibility-related customer service functions including research and policy analysis to resolve issues.
• Data entry of emailed applications.
• Maintain the DOTS email mailbox and log incoming information.

Skills

Customer service

Communication

Data entry

English proficiency

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: A thriving Arizona. DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

CUSTOMER SERVICE REPRESENTATIVE 3

Job Location:

Division of Benefits and Medical Eligibility (DBME) Family Assistance Administration (FAA) DES on the Spot (DOTS) 1032 South Hopi Avenue, Parker, Arizona 85344

Salary: 17.3500

Grade: 16

Closing Date: November 2, 2026

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov or click on the link here to view 'Our DES' video. Come Join the DES Team! If you enjoy helping people and being recognized for your efforts, a customer service career at the Arizona Department of Economic Security (DES) is the job for you. The Department of Economic Security, Division of Benefits and Medical Eligibility (DBME) is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 3 for our Parker DOTS location. This position under minimal supervision, working independently, will interpret and apply established policy and procedures to resolve customer inquiries. They will determine the customers' needs for programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF) and Medical Assistance (MA). This is an in-person, on-site position.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

• 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.
• Issue EBT Cards following established policy and procedures.
• Conducts a complete range of eligibility related customer service functions, which includes research, compiling information and analyzing policies and procedures to resolve complex customer issues.
• Data entry emailed applications
• Maintain the DCS Fast Pass and DOTS email mailbox as well as log incoming information.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• 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.

Skills in:

• Active listening.
• Negotiation and problem resolution.
• Good written and oral communication to convey information effectively.
• Effective time management, organization and prioritizing tasks.
• Use of Google Workspace.
• Identifying alternative solutions.
• Clerical duties such as uploading documents and accurate data entry.

Ability to:

• Measure and meet productivity and quality standards.
• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Professionally interact with all levels of personnel and customers.
• Engage critical thinking using logic and reasoning.
• Multi-task and work under competing priorities.
• Work independently or collaboratively with a group.
• Adapt to changing environments and new technologies.

Selective Preference(s):

The ideal candidate for this position will have:

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

Pre-Employment Requirements:

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, the following requirements apply: Driver's License Requirements.

Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency's ability to reasonably accommodate any restrictions.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us:

For questions about this career opportunity, please contact Angelina Clerry at 928-606-3823 or at [e-mail].

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Angelina Clerry at 928-606-3823 or at [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation.