CUSTOMER SERVICE REPRESENTATIVE 3

AZ State Jobs; Phoenix (AZ); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, life insurance

ASRS retirement

10 paid holidays per year

Paid vacation and sick time

Parental Leave

Tuition Reimbursement

Wellness plans

Rideshare and public transit subsidy

Job summary

Arizona Department of Economic Security in Phoenix seeks a Customer Service Representative 3 to support the Division of Benefits and Medical Eligibility in processing inquiries for NA, TANF, MA, and state programs. This on-site role emphasizes accuracy, empathy, and efficient service in a busy field office environment.

The candidate will interpret policies, assist customers with self-service options, and provide timely case updates while maintaining compliance and service standards.

Qualifications

• At least one year experience in a direct contact, customer service environment.
• Ability to use standard office systems and operate in a fast-paced setting.

Responsibilities

• Assist customers in a fast-paced face-to-face setting and enter information in computer systems.
• Determine steps to follow in standard work to move customers through workflow.
• Provide guidance on self-service options to customers.
• Handle interaction with irate or hostile customers in a fast-paced environment.
• Provide customers with case status updates.
• Assist customers in uploading documents to their online accounts.
• Submit changes and information received from customers.
• Conduct eligibility-related customer service tasks including research and policy analysis.
• Issue EBT cards following established policy.

Skills

Active listening

Negotiation & problem resolution

Written & oral communication

Time management & prioritization

Clerical duties (upload documents, dat

Tools

Google Workspace

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)
South Central Field Office
4635 South Central Avenue, Phoenix, Arizona 85040

Posting Details:

Salary: $17.3500 hourly

Grade: 16

Closing Date: October 9, 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 is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 3 in our Field Offices. This position under minimal supervision working independently, will interpret and apply established policy and procedures to resolve customer inquiries and determine the customer needs for programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs administered by the Division of Benefits and Medical Eligibility (DBME).

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.
• 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.

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:

• 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 Norma Pina at [phone] 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 Norma Pina at [phone] or at [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation.