CUSTOMER SERVICE REPRESENTATIVE 3

Arizona Department of Administration; Tucson (AZ); Presencial; USD 20.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Affordable medical, dental, life, and短

ASRS retirement plan

10 paid holidays per year

Paid vacation and sick time

Parental Leave

Descripción de la vacante

Arizona Department of Economic Security (DES) seeks a Customer Service Representative 3 for the Tucson Medical Center location. The role involves interpreting policies, assisting customers with Nutrition Assistance, TANF, and Medical Assistance, and processing inquiries in-person on-site.

The position requires strong communication, multitasking, and the ability to work under pressure in a fast-paced environment with hospital vaccination and safety policies.

Formación

• Minimum of 1 year experience in direct customer service environment.
• Ability to interpret and apply policies and procedures.
• Excellent communication and interpersonal skills.

Responsabilidades

• Assist customers in a fast-paced face-to-face setting.
• Determine steps to place customers in workflow or provide resolutions.
• Provide guidance on self-service options and document uploads.
• Communicate case status updates to customers.
• Handle changes and information from customers and issue EBT cards as needed.
• Research and analyze policies to resolve complex customer issues.

Conocimientos

Active listening

Written and oral communication

Time management

Computer navigation

Problem-solving

Herramientas

Google Workspace

Descripción del empleo

DEPARTMENT OF ECONOMIC SECURITY

Customer Service Representative 3

Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
Tucson Medical Center
5301 East Grant Road, Tucson, Arizona 85712

Salary: $17.3500 Hourly

Grade: 16

Closing Date: October 8, 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 at our Tucson Medical Center 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. This person in this position will work for the State of Arizona, not the hospital. This person will also have to abide by hospital rules and policies related to annual and mandatory vaccinations, testing and screenings.

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 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).
• Abide by hospital rules and policies related to annual and mandatory vaccinations, testing and screenings.

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 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.

Advertised: 06 Oct 2026 US Mountain Standard Time
Applications close: 08 Oct 2026 US Mountain Standard Time