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)
Chandler Field Office
125 E. Elliot Rd., Chandler, AZ 85225

Posting Details:

Salary: $16.3500 hourly

Grade: 15

Closing Date: April 1, 2026

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 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 the ‘Our DES’ video. 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 Customer Service Representative 2 for our 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 members 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 the customer in the correct workflow.
  
• Screen applications for NA Expedite criteria as well as data entry applications.
  
• 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 the FAA's Eligibility System into the appropriate document type.
  
• Ordering and storing office supplies and equipment.
  
• Issue Electronic Benefit Transfer (EBT) cards.
  
• Ensure the Voter Registration process is followed.
  
• May translate or submit a translation when appropriate.
  
• Data entry applications.
  
• Resolve client issues.
  
• Responds 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.
  
• Troubleshooting equipment by contacting the Helpdesk or the Resolution center.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• 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.
  

Skilled 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.