CUSTOMER SERVICE REPRESENTATIVE 3

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

Benefits offered by this job

Paid holidays

Paid vacation and sick time

Parental Leave

Tuition Reimbursement

Wellness plans

Public Transit Subsidy

Job summary

Arizona Department of Economic Security (DES) is seeking a Customer Service Representative 3 at the Union Hills Field Office in Phoenix to assist Arizonans with Nutrition Assistance, TANF, Medical Assistance and other DBME programs. This is an on-site, in-person role requiring accurate data entry and policy interpretation.

The position supports customers, processes documents, and works under supervision to resolve inquiries and determine customer needs across multiple programs.

Qualifications

• Knowledge of customer service practices and techniques.
• Familiar with administrative, office, and clerical procedures.
• English language for sentence structure, composition, content, spelling, and grammar.
• Knowledge of 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 computer systems.
• Determine steps to follow in standard work to place customers in the workflow or provide needed assistance.
• Provide guidance on self-service options to customers.
• Handle interactions with irate or hostile customers professionally.
• Provide case status updates to customers.

Skills

Active listening

Negotiation and problem resolution

Oral and written communication

Time management

Google Workspace

Alternative solutions

Data entry accuracy

Customer service practices

Tools

Google Workspace

Job description

DEPARTMENT OF ECONOMIC SECURITY

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)
Union Hills Field Office
3150 East Union Hills, Phoenix, Arizona 85050

Posting Details:

Salary: $17.3500 hourly

Grade: 16

Closing Date: October 12, 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 view ‘Our DES’ video. 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:

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 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.