Customer Service Representative 3

State of Arizona; United States; Remote; USD 20,000 - 28,000; Full time

Benefits offered by this job

Health insurance

ASRS retirement benefits

Paid holidays

Paid vacation

Parental leave

Tuition reimbursement

Wellness programs

Job summary

State of Arizona is seeking a Senior Customer Service Representative 3 in the Division of Benefits and Medical Eligibility. You will interpret policy, determine service needs across NA, TANF, MA, and state programs, and use the state system to document cases and inquiries.

The role requires handling sensitive information, supporting remote work within Arizona, and meeting performance measures while delivering high-quality customer service across multiple programs.

Qualifications

• Knowledge of customer service practices and English usage.
• Active listening and ability to resolve problems effectively.
• Ability to communicate clearly in writing and speech.

Responsibilities

• Assist customers by reviewing and entering information to determine steps and documentation.
• Handle fast-paced environment with potentially irate customers.
• Help customers upload documents, enter data, and route to the correct workflow.
• Research eligibility policies and resolve complex customer issues.
• Respond to complaints, escalate as needed, and de-escalate conflicts.
• Issue EBT cards and process related requests per policy.

Skills

Active listening

Negotiation

Clear communication

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

Client Liaison Unit

1717 West Jefferson Street, Phoenix, Arizona 85007

Posting Details

Salary: $17.3500/ Hourly ($36,088.00 Annually)

Grade: 16

Closing Date: September 16, 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 strength individuals, families, and communities for a better quality of life. DES is looking for individuals that 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!

As a senior level Customer Service Representative (CSR) 3, under minimal supervision working independently, will interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the 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). Will use the state system to record and research complaints on benefit eligibility, amount of benefits, technical issues, notices, federal regulations, and case status.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties

• Assist customers from the fast paced Ombudsman's Office by reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the inquiry.
• Working under adverse conditions in a fast paced environment which may involve interaction with irate or hostile customers.
• Assist customers in uploading documents to their online account, data entering applications, and placing them in the correct workflow for their interview. Submitting changes and information received from the customer, document the case file, and send appropriate notice through the system.
• 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.
• Respond to difficult, time-sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de-escalation in dealing with emotional or irate customers.
• Issue EBT Cards following established policy and procedures, completion of the EBT log, and assisting customers with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers

Knowledge, Skills & Abilities (KSAs)

Knowledge of:

• Customer service practices and techniques.
• English language for sentence structure, composition, content, spelling, and grammar.
• Administrative, office and clerical procedures.

Skills in:

• Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Negotiation and problem resolution.
• Good written and oral communication to convey information effectively.

Ability to:

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Measure and meet productivity and quality standards.
• Professionally interact with all levels of personnel and customers

Selective Preference(s)

• At least one year of 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, then the following requirements apply: Driver’s License Requirements.
• Successfully pass background and reference checks; 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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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 regarding this career opportunity, please contact Cristal Rodriguez at 928-390-3158 or [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 Cristal Rodriguez at 928-390-3158 or email [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation.