Arizona Department of Economic Security
CUSTOMER SERVICE REPRESENTATIVE 2
Arizona Department of Economic Security, Phoenix, Arizona, United States, 85003
DEPARTMENT OF ECONOMIC SECURITY is 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), 5324 East Washington Street, Phoenix AZ 85034
Posting Details:
Salary: $16.35 hourly, Grade: 15, Closing Date: January 14, 2026
Job Summary:
Join our team at the Department of Economic Security (DES) as a Customer Service Representative 2. The first point of contact in the Phoenix Field Office, this role screens Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The position uses the state system to record customer interactions, complaints, or comments and detail actions taken to assist the customer. This is an in-person, on-site position.
Essential Duties and Responsibilities
Interact in person with customers to determine the appropriate standard work and place the customer in the correct workflow.
Screen applications for NA Expedite criteria and enter application data.
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 with the appropriate document type.
Order and store office supplies and equipment.
Issue Electronic Benefit Transfer (EBT) cards.
Ensure the voter registration process is followed.
Translate or submit translations when appropriate.
Resolve client issues and respond to difficult, time‑sensitive complaints and feedback.
Provide conflict de‑escalation in dealing with irate clients.
Refer customers to upper management for unresolved issues.
Open and date‑stamp incoming mail.
Troubleshoot equipment by contacting the Helpdesk or Resolution center.
Knowledge, Skills & Abilities
Computer service practices and techniques.
Administrative, office, and clerical procedures.
Program rules, regulations, policies and procedures, and computer systems.
Problem resolution techniques using logic and reasoning.
English language for sentence structure, composition, content, spelling, and grammar.
Skills In
Active listening.
Good written and oral communication to convey information effectively.
Effective time management, organization and prioritizing tasks.
Identifying alternative solutions.
Use of Google Workspace.
Ability To
Professionally interact with all levels of personnel and customers.
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 Preference(s)
At least one year of experience in a direct contact, customer service environment.
Pre‑Employment Requirementsh3>
If driving or vehicle use is essential, driver’s license requirements apply.
Successfully pass background and reference check; employment is contingent upon completion of the above 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 Verification Program (E‑Verify).
Benefits
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 to Work program.
Rideshare and public transit subsidy.
Career advancement & employee development opportunities.
Flexible schedules to create a work/life balance.
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 Jason Hamm at 520‑235‑1130 or at JHamm@azdes.gov.
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 Jason Hamm at 520‑235‑1130 or at JHamm@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.
#J-18808-Ljbffr
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), 5324 East Washington Street, Phoenix AZ 85034
Posting Details:
Salary: $16.35 hourly, Grade: 15, Closing Date: January 14, 2026
Job Summary:
Join our team at the Department of Economic Security (DES) as a Customer Service Representative 2. The first point of contact in the Phoenix Field Office, this role screens Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The position uses the state system to record customer interactions, complaints, or comments and detail actions taken to assist the customer. This is an in-person, on-site position.
Essential Duties and Responsibilities
Interact in person with customers to determine the appropriate standard work and place the customer in the correct workflow.
Screen applications for NA Expedite criteria and enter application data.
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 with the appropriate document type.
Order and store office supplies and equipment.
Issue Electronic Benefit Transfer (EBT) cards.
Ensure the voter registration process is followed.
Translate or submit translations when appropriate.
Resolve client issues and respond to difficult, time‑sensitive complaints and feedback.
Provide conflict de‑escalation in dealing with irate clients.
Refer customers to upper management for unresolved issues.
Open and date‑stamp incoming mail.
Troubleshoot equipment by contacting the Helpdesk or Resolution center.
Knowledge, Skills & Abilities
Computer service practices and techniques.
Administrative, office, and clerical procedures.
Program rules, regulations, policies and procedures, and computer systems.
Problem resolution techniques using logic and reasoning.
English language for sentence structure, composition, content, spelling, and grammar.
Skills In
Active listening.
Good written and oral communication to convey information effectively.
Effective time management, organization and prioritizing tasks.
Identifying alternative solutions.
Use of Google Workspace.
Ability To
Professionally interact with all levels of personnel and customers.
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 Preference(s)
At least one year of experience in a direct contact, customer service environment.
Pre‑Employment Requirementsh3>
If driving or vehicle use is essential, driver’s license requirements apply.
Successfully pass background and reference check; employment is contingent upon completion of the above 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 Verification Program (E‑Verify).
Benefits
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 to Work program.
Rideshare and public transit subsidy.
Career advancement & employee development opportunities.
Flexible schedules to create a work/life balance.
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 Jason Hamm at 520‑235‑1130 or at JHamm@azdes.gov.
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 Jason Hamm at 520‑235‑1130 or at JHamm@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.
#J-18808-Ljbffr