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:
Division of Child Care (DCC)
290 East La Canada Boulevard, Avondale, Arizona 85323
Posting Details:
Salary: $30,000 - $32,900
Grade: 13
Closing Date: July 1, 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!
The Division of Child Care (DCC) is responsible for the development, oversight, and implementation of the Child Care and Development Fund State Plan, and additional federal child care relief investments which require states to ensure equitable access to high quality child care, focused on child development and well-being. DCC is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 1. This position is responsible for performing customer service functions of journey level difficulty for an assigned unit.
Job Duties:
Essential Duties and Responsibilities include but are not limited to:
• Greet clients/public and assess the purpose of the office visit.
• Make referrals for DES and community resources.
• Assist clients to prepare for the application process.
• Manage a high volume of incoming calls.
• Direct client and information to the assigned case manager.
• Open, date stamp and distribute all mail. Prepare outgoing mail according to office procedures.
Knowledge, Skills & Abilities (KSAs):
Knowledge in:
• Program rules, policies and procedures.
• Performing varied and complex tasks.
• Utilization of office equipment and computer software programs.
• Style and format of email correspondence/memos.
• Conducting research.
• Customer service and problem solution techniques.
Skilled in:
• Establishing and maintain effective working relationships.
• Dealing with the public using appropriate tact, resourcefulness and diplomacy.
• Operating information-processing equipment.
• Communicating accurately both orally and in writing.
• Provide resolution of difficult customer service complaints/issues.
• Determining 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):
The ideal candidate for this position will have:
• Good verbal and written communication skills, customer service skills/experience and basic computer knowledge.
Pre-Employment Requirements:
• If this position requires 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, learn more at hr.az.gov/family-leave-expansion).
• 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
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 Devon Pichon at (602) #-# or . @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 (602) #-#. Requests should be made as early as possible to allow time to arrange the accommodation.
Associated topics: answer, call center, customer, customer care, customer service, help desk, service call, support specialist, telephone activation specialist, trouble resolution