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)                                                                            

                                                                         316 West Fort Lowell Road, Tucson, Arizona 85705                                                                      

Posting Details:

Salary: $25,509 - $32,853 

Grade: 13

Closing Date: April 11, 2025

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!

DES is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 1 (CSR 1). Priority functions for this position 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. Register application, check for prior client history in Arizona Child Care Automated Tracking system (AzCCATS). Respond to a high volume of incoming calls, route calls and messages to appropriate specialist or supervisor. Maintain a professional and composed demeanor when working with upset customer either face-to-face or on the phone. Processing and distribution of all incoming mail or information that is scanned, emailed or faxed. Prepare and follow procedures for cases being transferred in and out of the office. Maintain office equipment and ensure office supplies are adequate and other duties as assigned.

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 (U.S./Interoffice/scanned/emailed/fax) Prepare outgoing mail according to office procedures
• Prepare cases being transferred in 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
• Performing varied and complex tasks
• Office policies and procedures sufficient to perform tasks
• 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:

• Establish and maintain effective working relationships
• Dealing with the public using appropriate tact, resourcefulness and diplomacy
• Operating information-processing equipment
• Provide program information, basic rules and regulations, pol