Job: Customer Service Representative(Job Id 36556)

This posting has expired and is no longer available.

Job Description

03/14/2018 03/21/2018
PHOENIX 23,190.75-31,627.44

Department of Economic Security

Providing Opportunity, Assistance and Care for Arizonans in need!

Customer Service Representative

Division of Employment and Rehabilitation Services

4635 S. Central Avenue

Phoenix, AZ 85040


Under general supervision, this position performs customer service functions of moderate difficultly for a unit consisting of Human Service Specialist 2s and a Human Services Unit Supervisor.


-          Greet clients and public to assess the purpose of office visit, and make referrals for DES and community resources.

-          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 in preparing for the application process, register client and check for prior history.

-          Establish new client file or obtain existing one, including closed, volume, or archived files.

-          Prioritize and route information /client to appropriate specialist or supervisor.

-          Manage a high volume of calls and route calls to appropriate staff.

-          Photocopy information submitted by client for eligibility process and direct client and information to assigned case manager.

-          Prepare incoming and outgoing mail, and maintain office equipment and office supplies.

-          Maintain all files transferring in and out of the office, set up system for purging and archiving files, and complete the process in a timely manner.

-          Prepare and follow procedures for cases being transferred in and out of the office.

-          Maintain closed files and additional volumes in the storage area.

-          Set up a system to identify which cases in closed files meet purge criteria, remove those cases from closed files, prepare them for purging process in a timely manner and prepare files and schedule to be picked up by Records Retention according to DES policy.

-          Maintain office equipment and ensure office supplies are adequate.


Knowledge of:

-          Knowledge of program rules, policies and procedures.

-          Performing varied and complex tasks.

-          Utilization of office equipment.

-          Office policies and procedures sufficient to perform tasks. Knowledge of style and format of e-mail correspondence/memos. Business English, spelling, correct grammar.

-          Research of files or updating information.

-          Customer service techniques/problem resolution techniques.

-          Basic knowledge of various computer software programs.

Skill 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, policies and procedures.

-          Communicate accurately both orally and in writing.

-          Complete inquiries.

-          Correctly inform public.

-          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.

-          Skills in 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.



-          Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees

-          Successfully pass background and reference checks. Employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions


-          Have at least one year of customer service experience. Able to work with Microsoft Office, Excel, answer multi phone lines. Filing, scan, fax order supplies.



 The Department of Economic Security offers a comprehensive benefits package to include: 

-          Sick leave

-          Vacation with 10 paid holidays per year

-          Health and dental insurance

-          Retirement plan

-          Life insurance and long-term disability insurance

-          Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance


Positions in this classification participate in the Arizona State Retirement System (ASRS). 

Please note, enrollment eligibility will become effective after 27 weeks of employment.


If you have any questions please feel free to contact (602) 542-3802 for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting DES Human Resources Administration at (602) 542-3802 Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.