In-Person Public Benefits CSR — Eligibility & Help

AZ Dept. of Economic Security; Phoenix (AZ); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Arizona State Retirement System

Paid holidays

Parental leave

Job summary

Arizona Department of Economic Security seeks a Customer Service Representative 3 to interpret policy and assist Arizonans with programs like NA, TANF, MA, and DBME. This is an on-site, in-person position focused on helping customers, reviewing information, and guiding self-service options.

Responsibilities include handling inquiries, updating cases, submitting changes, and conducting eligibility work. The role requires strong communication, problem-solving, and organization under tight

Qualifications

• 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.

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 assistance that resolves the inquiry.
• Provide guidance and instruction to customers on use of self-service options.
• Work under pressure in a fast-paced environment with potentially irate customers.
• Provide case status updates to customers and communicate next steps.
• Assist customers in uploading documents to their online accounts.
• Submit changes and information received from customers.
• Conduct eligibility-related research, data gathering, and policy analysis to resolve issues.

Skills

Active listening

Negotiation

Communication skills

Time management

Google Workspace

Data entry

Tools

Google Workspace

Job description

Arizona Department of Economic Security seeks a Customer Service Representative 3 to interpret policy and assist Arizonans with programs like NA, TANF, MA, and DBME. This is an on-site, in-person position focused on helping customers, reviewing information, and guiding self-service options.

Responsibilities include handling inquiries, updating cases, submitting changes, and conducting eligibility work. The role requires strong communication, problem-solving, and organization under tight