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Arizona Department of Economic Security · 3 hours ago

CUSTOMER SERVICE REPRESENTATIVE 3 ( TRIAGE CUSTOMER SERVICE REPRESENTATIVE)

Yuma, AZ

Full-time

Onsite

Entry, Mid Level

1+ years exp

The Arizona Department of Economic Security is committed to strengthening individuals, families, and communities for a better quality of life. They are seeking a Triage Customer Service Representative to assist customers in a call center environment, resolve inquiries regarding various assistance programs, and provide support options to enhance customer experience.

AssociationGovernmentInformation TechnologySecurity

Responsibilities

Assist customers by phone in an inbound call center setting while reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the customer's call

Educate customers of Self-Service options and assist with various assigned call types to help the customer with the reason for their call

Conducts a complete range of eligibility related customer service functions, which includes research, compile information and analyze policies and procedures to resolve complex customer issues

Respond to difficult, time sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de-escalation in dealing with emotional or irate customers

Issue EBT Cards following established policy and procedures, completion of EBT log, and assisting customers with submitting requests for Electronic Benefits Replacement and process requests to mail Voter Registration forms to customers

Qualification

Customer service practicesComputer applicationsActive listeningTime managementCritical thinking

Required

Educate customers of Self-Service options and assist with various assigned call types to help the customer with the reason for their call

Conducts a complete range of eligibility related customer service functions, which includes research, compile information and analyze policies and procedures to resolve complex customer issues

Knowledge of customer service practices and techniques

Knowledge of English language for sentence structure, composition, content, spelling, and grammar

Knowledge of program rules, regulations, policies and procedures, and computer systems

Skills in active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

Skills in effective time management, organization, and prioritizing tasks

Skills in use of computer applications and computer navigation

Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards

Ability to have a service orientation, actively looking for ways to help people

Ability to engage critical thinking using logic and reasoning

At least one year experience in a direct contact, customer service environment

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)