In-Person Public Benefits Eligibility CSR

Arizona Department of Economic Security; Glendale (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Arizona Department of Economic Security is seeking a Customer Service Representative 3 to interpret and apply policy and assist Arizonans with NA, TANF, MA, and state programs. This is an in-person, on-site position within the Division of Benefits and Medical Eligibility.

Responsibilities include assisting customers face-to-face, guiding use of self-service options, handling sensitive information, and processing eligibility-related inquiries across multiple computer systems.

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 various computer systems.
• Determine steps to follow in standard work to place customers in workflow or provide assistance that resolves the inquiry.
• Provide assistance, guidance, and instruction to customers on use of self service options.
• Work under adverse conditions in a fast-paced environment with irate or hostile customers.
• Provide case status updates to customers.
• Assist customers in uploading documents to their online account.
• Submit changes and information received from the customer.
• Conduct a complete range of eligibility related customer service functions, including research and policy analysis to resolve issues.
• Issue EBT Cards following established policy and procedures.

Skills

Active listening

Negotiation & problem resolution

Clear communication

Time management

Organization & prioritization

Google Workspace

Alternative solutions

Data entry & uploading documents

Tools

Google Workspace

Job description

Arizona Department of Economic Security is seeking a Customer Service Representative 3 to interpret and apply policy and assist Arizonans with NA, TANF, MA, and state programs. This is an in-person, on-site position within the Division of Benefits and Medical Eligibility.

Responsibilities include assisting customers face-to-face, guiding use of self-service options, handling sensitive information, and processing eligibility-related inquiries across multiple computer systems.