CUSTOMER SERVICE REPRESENTATIVE 3

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

Benefits offered by this job

Paid holidays

Paid vacation and sick time

Parental leave

Wellness plans

Transit subsidy

Job summary

The State of Arizona, Department of Economic Security, seeks a Customer Service Representative 3 in Prescott Valley to assist customers with nutrition, TANF, and medical assistance programs in a face-to-face setting.

The role requires interpreting policy, maintaining case status, and guiding users through self-service options while handling high-volume inquiries onsite.

Qualifications

• Experience in a direct customer service environment.
• Ability to interpret and apply program rules, policies, and procedures.
• Strong communication and problem-solving skills.
• Proficient in using computer systems and online self-service options.

Responsibilities

• Assist customers in person, reviewing and entering information in computer systems.
• Determine steps in standard work to resolve inquiries.
• Provide guidance on self-service options to customers.
• Handle interactions with difficult customers in a fast-paced setting.
• Provide case status updates to customers and upload documents.
• Submit changes and information from customers to proper systems.
• Issue EBT cards following policy and procedures.
• Conduct eligibility-related activities including research and policy analysis.

Skills

Active listening

Written & oral communication

Time management

Organization

Google Workspace

Tools

Google Workspace

Computer systems

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.

CUSTOMER SERVICE REPRESENTATIVE 3

Job Location

Division of Benefits and Medical Eligibility (DBME)

Family Assistance Administration (FAA)

3262 Bob Drive, Suite 1, Prescott Valley, Arizona 86314

Posting Details

Salary: $17.3500 Hourly

Grade: 16

Closing Date: November 11, 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 Prescott Valley Field Office. 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

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

Skills in:

• Active listening.
• Good written and oral communication to convey information effectively.
• Effective time management, organization and prioritizing tasks.
• Use of computer applications and computer navigation to include Google Workspace.
• Identifying alternative solutions.

Ability to:

• Professionally interact with all levels of personnel and customers.
• Work independently or collaboratively with a group.
• Multi-task and work under competing priorities.
• Adapt to changing environments and new technologies.
• Maintain satisfactory attendance and punctuality standards.
• Engage critical thinking using logic and reasoning.

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