Customer Service Representative

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.

Division of Benefits and Medical Eligibility

Client Liaison Unit

1717 West Jefferson Street, Phoenix, Arizona 85007

Salary: $17.3500/ Hourly ($36,088.00 Annually)

Grade: 16

Closing Date:
September 16, 2026

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strength individuals, families, and communities for a better quality of life. 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!

As a senior level Customer Service Representative (CSR) 3, under minimal supervision working independently, will interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs administered by the Division of Benefits and Medical Eligibility (DBME).

Will use the state system to record and research complaints on benefit eligibility, amount of benefits, technical issues, notices, federal regulations, and case status.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

• Assist customers from the fast paced Ombudsman's Office by 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 inquiry.
• Working under adverse conditions in a fast paced environment which may involve interaction with irate or hostile customers.
• Assist customers in uploading documents to their online account, data entering applications, and placing them in the correct workflow for their interview. Submitting changes and information received from the customer, document the case file, and send appropriate notice through the system.
• Conducts a complete range of eligibility related customer service functions, which includes research, compiling 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 the EBT log, and assisting customers with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers

Knowledge of:

• Customer service practices and techniques.
• English language for sentence structure, composition, content, spelling, and grammar.
• Administrative, office and clerical procedures.

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.
• Negotiation and problem resolution.
• Good written and oral communication to convey information effectively.

Ability to:

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Measure and meet productivity and quality standards.
• Professionally interact with all levels of personnel and customers

• At least one year of experience in a direct contact, customer service…