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.

CHILD SUPPORT SERVICES CALL CENTER AGENT

Job Location:

Division of Child Support Services (DCSS)
Location is Based on Closest Client-Facing Office to Successful Candidate's Arizona Residence

Posting Details:

Salary: $34,221.00 - $41,275.52 

Grade: 18

Closing Date: December 11, 2024

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 to view ‘Our DES’ video. Come Join the DES Team!

The DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Child Support Services Call Center Agent (CSS Officer 2) with the Customer Service Region. This position is responsible for direct client contact and handling a high volume of incoming calls and emails from custodial and non-custodial parents, caretakers, employers and other jurisdictions; reviewing and analyzing the automated case management system, interpreting data and responding to callers within required timeframes of the region.

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.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

- Answer and respond to a high volume of incoming calls from case-related parties, employers and other jurisdictions within required regional time frames.
- Read and respond to a high volume of email correspondence received through the customer portal within required regional time frames.
- Accurately explain criteria for requested actions based upon federal, state and agency rules and regulations, policy and procedures in a timely and efficient manner.
- Access case history to review, interpret, and analyze data and assess information.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:
- Strong understanding of In-bound/Out-bound call center policy, procedures and regulations governing confidential information and privacy through extensive experience.
- General working knowledge of interactive voice response systems, automated dialers and the computer system; automated office systems and equipment.

Skills in:
- Handling a high volume of in-bound calls; meeting established response times to resolve questions, issues and discrepancies.
- Use of interviewing techniques to obtain accurate information.
- Excellent verbal and written communication.
- Experience monitoring, tracking and analyzing data.

Ability to:
- Meet performance measures while providing excellent customer service; maintain up-to-date knowledge of policy and procedures.
- Multi-task and thrive in a fast-paced, performance driven environment.
- Effectively use the automated case management system and applicable call center hardware and software; effectively use electronic messages as a communication tool; understand related child support enforcement techniques and activities.
- Work from 9:00 a.m. to 5:30 p.m. Monday through Friday.

Selective Preference(s):

The ideal candidate for this position will have:
- A minimum of two (2) years of extensive inbound call center experience.

Pre-Employment Requirements:

- Successfully pass background and reference check; employment is contingent