Customer Service Representative 2 - Yuma, United States - State of Arizona

State of Arizona

Verified Company

Yuma, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 2

Job Location:
DIVISION OF BENEFITS AND MEDICAL ELIGIBILITY (DBME)
Family Assistance Administration (FAA)
Yuma Customer Care Center / Office
1800 East Palo Verde Street, Yuma, Arizona 85364

Posting Details:

Salary:
$ Hourly

Grade: 15

Closing Date: 5/22/2024

Job Summary:

Job Duties:
Essential Duties and Responsibilities include but are not limited to:

In person interactions with customer to determine what steps to follow in the appropriate Standard Work and place customer in the workflow or provide assistance that resolves the customer's visit.
Accepting, scanning, and uploading documents into the FAA's Document Management System and FAA's Eligibility System into the appropriate document type.
Data entering Applications into the FAA's Eligibility System, key address changes, and document case file.
Conducting research, compiling information and analyzing policies and procedures to resolve clients issues.
Responding to difficult, time sensitive complaints and feedback and refers clients to upper management for unresolved, complex complaints.
Provides conflict deescalation in dealing with emotional or irate clients and formulates detailed responses on resolution to clients.
Issue EBT Cards following established policy and procedures, completion of EBT log, and assisting customer with submitting requests for Electronic Benefits Replacement.
Other duties as assigned as related to the position

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

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.

Skilled in:

Active listening.
Negotiation and problem resolution.
Good written and oral communication to convey information effectively.
Effective time management, organization, and prioritizing tasks.
Use of Google Workspace.
Identifying alternative solutions.

Ability to:

Measure and meet productivity and quality standards.
Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
Professionally interact with all levels of personnel and customers.
Engage critical thinking using logic and reasoning.
Multitask and work under competing priorities.
Work independently or collaboratively with a group.
Adapt to changing environments and new technologies.

Selective Preference(s):

Bilingual English / Spanish strongly preferred.
At least one (1) year experience in a direct contact, customer service environment with public interaction.

Pre-Employment Requirements:

If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply: Driver's License Requirements.
Successfully pass background and reference check; employment is contingent upon completion of the abovementioned process and the Agency's ability to reasonably accommodate any restrictions.

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 longterm disability plans
10 paid holidays per year
Vacation time accrued at 4.00 hours biweekly for the first 3 years
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Sick time accrued at 3.70 hours biweekly
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

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