Customer Service Representative 3 ( Triage Customer Service Representative) #536194

Triage Customer Service Representative

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. Come Join the DES Team 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 Triage Customer Service Representative. This position will, under minimal supervision, be 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). This position will use the state system to record and research complaints on benefit eligibility, amount of benefits, technical issues, notices, federal regulations, and case statuses. The Triage Customer Service Representative will provide resolution of non eligibility related issues (fair hearings, medical emergencies, restoration of benefits, etc.). This position will confer with customers to gather additional information to resolve complaints or issues, explain case facts to customers and offer community or other support options.

Essential Duties and Responsibilities include but are not limited to:

• 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

Knowledge of:

• Customer service practices and techniques
• English language for sentence structure, composition, content, spelling, and grammar
• 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
• Effective time management, organization, and prioritizing tasks
• Use of computer applications and computer navigation

Ability to:

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards
• Service Orientation, actively looking for ways to help people
• Engage critical thinking using logic and reasoning

Selective Preference(s): The ideal candidate for this position will have:

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