CUSTOMER SERVICE REPRESENTATIVE 1

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 1

Job Location : Child and Community Services Division (CCSD)

4635 South Central Avenue, Phoenix 85040 Posting Details : Salary : $25,509.74 - $ 32,853.39

Grade : 13

Closing Date : October 30, 2024 Job Summary :

Would you like to be part of an amazing team that makes Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable?

The Arizona Department of Economic Security (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!

DES is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 1. This position performs priority functions to include greet clients / public and assess purpose of visit.

Provide excellent service that may fall outside of clerical function parameters such as providing referrals to customers for community resources.

This may involve solving difficult customer service complaints / issues face to face or over the phone. Assist clients to prepare for the application process by reviewing documents for completeness.

Photocopy and date stamp information submitted by customer for eligibility process.

Job Duties :

Essential Duties and Responsibilities include but are not limited to :

• Greet clients / public and assess purpose of office visit
• Make referrals for DES and community resources
• Register application and check for prior client history in AzCCATS
• Manage a high volume of incoming calls
• Direct client and information to the assigned / appropriate case manager
• Open, date stamp and distribute all mail (US. / Inner office / scanned / emailed / fax) Prepare outgoing mail according to office procedures
• Prepare cases being transferred and out of the office
• Set up systems for purging files, complete process timely and prepare for archives according to DES policy

Knowledge, Skills & Abilities (KSAs) :

Knowledge of :

• Program rules, policies and procedures sufficient to perform tasks
• Utilization of office equipment
• Style and format of email correspondence / memos
• Business English, spelling, correct grammar
• Research of files or updating information
• Customer service technique / problem resolution techniques
• Basic knowledge of various computer software programs

Skills In :

• Establishing and maintaining effective working relationships
• Dealing with the public using appropriate tact
• Provide program information, basic rules and regulations, policies and procedures
• Communicate accurately both orally and in writing
• Provide resolution of difficult customer service complaints / issues
• Supplies a service to the public that may fall outside of normal clerical function parameters such as providing customer referrals to community agencies
• Determine priority of tasks
• Screening and routing incoming and outgoing correspondence and requests

Ability to :

• Accurately utilize office machines, equipment (printers / scanners, copy machines, postage machines) and computers
• Accurate filing and maintenance of records
• Work with material of a technical and / or confidential nature

Selective Preference(s) :

This ideal candidate for this position will have :

N / A

Pre-Employment Requirements :

This position may require 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.

Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks.

The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records, and must complete all required driver training.

An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

• 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 :

The Arizona Department of Economic Security offers a comprehensive benefits package to include :

• 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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster / adopted child (pilot program)
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work / life balance

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.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

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 about this career opportunity, please contact us Yolanda Knori at 480-435-0897 or [email protected].

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 Yolanda Knori at 480-435-0897 or OODHRStaffing@azdes.

gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.