Field Office CSR III — Help Arizonans Thrive

Arizona Department of Administration; Phoenix (AZ); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Health insurance

ASRS retirement

Paid holidays

Paid vacation & sick leave

Parental Leave

Job summary

The Department of Economic Security is seeking a Customer Service Representative 3 in the Field Offices to interpret and apply policy, resolve inquiries, and determine customer needs for programs such as NA, TANF, MA, and state DBME services. This is an in-person, on-site role in Phoenix.

You will work under minimal supervision, handling complex eligibility issues and assisting customers with documents, status updates, and self-service options.

Qualifications

• Experience in customer service environment is preferred.
• Ability to review, interpret, and apply policies to resolve inquiries.
• Strong written and oral communication skills.

Responsibilities

• Assist customers in a fast-paced face-to-face setting.
• Determine steps to follow in standard work to place customers in workflow.
• Provide guidance on use of self-service options.
• Interact professionally with customers in a fast-paced environment.
• Provide case status updates to customers.
• Assist customers in uploading documents to their online account.
• Submit changes and information from customers.
• Conduct eligibility-related customer service functions including research and policy analysis.
• Issue EBT cards following established procedures.
• Perform comprehensive eligibility-related inquiries and issue resolution.

Skills

Active listening

Negotiation

Communication

Time management

Google Workspace

Data entry

Problem solving

Tools

Google Workspace

Job description

The Department of Economic Security is seeking a Customer Service Representative 3 in the Field Offices to interpret and apply policy, resolve inquiries, and determine customer needs for programs such as NA, TANF, MA, and state DBME services. This is an in-person, on-site role in Phoenix.

You will work under minimal supervision, handling complex eligibility issues and assisting customers with documents, status updates, and self-service options.