Customer Service Representative 2

YOU MUST APPLY TO THIS LINK TO BE CONSIDERED FOR THE JOB:

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 in our Lake Havasu City 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 member 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 .

• 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.
• 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.
• May translate or submit a translation when appropriate.
• Issue EBT cards.
• Ensure the NVRA process is followed.
• Open and date-stamp incoming mail.
• Data entry applications.
• Resolve client issues.
• Responds to difficult, time-sensitive complaints and feedback.
• Refer customers to upper management for unresolved issues.
• Provide conflict de-escalation in dealing with irate clients.
• Prepare, monitor, and submit reports.
• Ordering and storing office supplies and equipment.
• Troubleshooting equipment by contacting the Helpdesk or the Resolution center.

Knowledge, Skills, & Abilities:

• Customer service practices and techniques; Computer Skills
• Administrative, office, and clerical procedures.
• English language for sentence structure, composition, content, spelling, and grammar.
• Program rules, regulations, policies and procedures, and computer systems.

Skills in:

• Active listening.
• Negotiation and problem resolution.
• Good written and oral communication to convey information effectively.
• Effective time management, organization and prioritizing tasks.
• Use of Google Workspace.
• Identifying alternative solutions.

Ability to:

• Measure and meet productivity and quality standards.
• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
• Professionally interact with all levels of personnel and customers.
• Engage critical thinking using logic and reasoning.
• Multi-task and work under competing priorities.
• Work independently or collaboratively with a group.
• Adapt to changing environments and new technologies.

Selective Preferences:
The ideal candidate for this position will have:

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

YOU MUST APPLY TO THIS LINK TO BE CONSIDERED FOR THE JOB: