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:

Child and Community Services Division (CCSD)
4635 South Central Avenue, Phoenix 85040

Posting Details:

Salary: $25,509 - $ 32,853 

Grade: 13

Closing Date: April 22, 2025

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!

DES is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 1. This position performs priority functions to include greet clients/public and assess purpose of visit. Provide excellent service that may fall outside of clerical function parameters such as providing referrals to customers for community resources. This may involve solving difficult customer service complaints/issues face to face or over the phone. Assist clients to prepare for the application process by reviewing documents for completeness. Photocopy and date stamp information submitted by customer for eligibility process.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

• Greet clients/public and assess purpose of office visit
• Make referrals for DES and community resources
• Register application and check for prior client history in AzCCATS
• Manage a high volume of incoming calls
• Direct client and information to the assigned/ appropriate case manager
• Open, date stamp and distribute all mail (US./Inner office/scanned/emailed/fax) Prepare outgoing mail according to office procedures
• Prepare cases being transferred and out of the office
• Set up systems for purging files, complete process timely and prepare for archives according to DES policy

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Program rules, policies and procedures sufficient to perform tasks
• Utilization of office equipment
• Style and format of email correspondence/memos
• Business English, spelling, correct grammar
• Research of files or updating information
• Customer service technique/problem resolution techniques
• Basic knowledge of various computer software programs

Skills In:

• Establishing and maintaining effective working relationships
• Dealing with the public using appropriate tact
• Provide program information, basic rules and regulations, policies and procedures
• Communicate accurately both orally and in writing
• Provide resolution of difficult customer service complaints/issues
• Supplies a service to the public that may fall outside of normal clerical function parameters such as providing customer referrals to community agencies
• Determine 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):

This ideal candidate for this position will have:

• N/A
  

Pre-Employment Requirements:

• This position may