Job No: 542121
Work Type: Full-time
Location: SURPRISE
Categories: Administrative Support/Customer Service
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)
Surprise Field Office
11526 West Bell Road, Surprise, Arizona 85378
Posting Details:
Salary: $16.3500 / Hourly ($34,008.00 Annually)
Grade: 15
Closing Date: July 12, 2026
Job Summary:
Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here (https://www.youtube.com/watch?v=Nik5MiXqOV8) to view 'Our DES' video. Come Join the DES Team!
If you enjoy helping people and being recognized for your efforts, a customer service career at the Arizona Department of Economic Security (DES) is the job for you.
The Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2 (CSR 2) for the Surprise Field Office. This position is the first point of contact in the office. This position under general supervision will screen Medical Assistance (MA), Nutritional Assistance (NA), and Cash Assistance (CA) applications. The member will use the state system to record details of customer interactions, complaints, or comments as well as details on actions taken to assist the customer. This is an in-person, on-site position.
Job Duties:
Essential Duties and Responsibilities include but are not limited to:
In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow.
Screen applications for NA Expedite criteria.
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 into the appropriate document @type.
May translate or submit translation when appropriate.
Issue EBT cards.
Ensure the NVRA process is followed.
Open and date stamp incoming mail.
Data entering applications.
Resolve client issues.
Responds to difficult, time sensitive complaints and feedback.
Refer customers to upper management for unresolved issues.
Provide conflict de-escalation in dealing with irate clients.
Prepare, monitor, and submit reports.
Ordering and storing office supplies and equipment.
Troubleshooting equipment by contacting the Helpdesk or Resolution center.
Key ETE information into an automated system accurately and timely for self.
Knowledge, Skills & Abilities (KSAs):
Knowledge in:
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.
Skills 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.
Multi-task and work under competing priorities.
Work independently or collaboratively with a group.
Adapt to changing environments and new technologies.
Selective Preference(s):
The ideal candidate for this position will have:
At least one year experience in a direct contact, customer service environment.
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. (https://publicstorage.dc4.pageuppeople.com/1045/ClientPublicFile/3601803f-02e5-4b70-b325-26c8ef309c1b.pdf)
Successfully pass background and reference check; 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
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Learn more about the Paid Parental Leave program here (https://hr.az.gov/about/resources/family-leave-expansion) . For a complete list of benefits provided by The State of Arizona, please visit our benefits page. (https://benefitoptions.az.gov/jobseekers)
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 Meracle Cothron at mcothron@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 (928) 469-9234 or mcothron@azdes.gov . Requests should be made as early as possible to allow time to arrange the accommodation.
