YOU MUST APPLY TO THIS LINK TO BE CONSIDERED: https://www.azstatejobs.gov/jobs/customer-service-representative-2-cottonwood-arizona-united-states-bf59ca0b-744a-4be0-ac83-08d60cd9e3ba
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 2 for our Cottonwood Field Office. This position is the first point of contact in the office. This position, under general supervision, will screen Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The member will use the state system to record details of customer interactions, complaints, or comments as well as details on actions taken to assist the customer. This is an in-person, on-site position.
Job Duties:
In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow.
- Screen applications for NA Expedite criteria as well as data entering applications.
- Educate customers on Rights and Responsibilities, Change Reporting, Self Service options and interviewing requirements/process.
- Scan and upload documents into the FAA's Document Management System and FAA's Eligibility System into the appropriate document type.
- Ordering and storing office supplies and equipment.
- Issue Electronic Benefit Transfer (EBT) cards.
- Ensure the Voter Registration process is followed.
- May translate or submit translation when appropriate.
- Open and date stamp incoming mail.
- Resolve client issues.
- Refer customers to upper management for unresolved issues.
- Troubleshooting equipment by contacting the Helpdesk or Resolution center.
- Prepare, monitor, and submit reports.
- Data entering applications.
- Responds to difficult, time sensitive complaints and feedback.
- Provide conflict de-escalation in dealing with irate clients.
Knowledge, Skills, Abilities:
Knowledge of:
- Computer 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.
Skills in:
- Active listening.
- Good written and oral communication to convey information effectively.
- Effective time management, organization and prioritizing tasks.
- Negotiation and problem resolution.
- Identifying alternative solutions.
- Use of Google Workspace.
Ability to:
- Professionally interact with all levels of personnel and customers.
- Measure and meet productivity and quality standards.
- Work independently or collaboratively with a group.
- Multi-task and work under competing priorities.
- Adapt to changing environments and new technologies.
- Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
- Engage critical thinking using logic and reasoning.
Selective Preferences:
The ideal candidate for this position will have:
- At least one year experience in a direct contact, customer service environment.
YOU MUST APPLY TO THIS LINK TO BE CONSIDERED: https://www.azstatejobs.gov/jobs/customer-service-representative-2-cottonwood-arizona-united-states-bf59ca0b-744a-4be0-ac83-08d60cd9e3ba