Job Description
The role serves as the first point of contact at the Phoenix Field Office, screening applications for medical, nutritional, and cash assistance programs. Clients benefit from guidance on benefits, rights, and responsibilities, resolving issues through system interactions. Core duties include data entry, document uploads, and conflict de-escalation in high-volume settings.
Arizona Department of Economic Security aids more than 3 million Arizonans by strengthening individuals, families, and communities for better quality of life. The Division of Benefits and Medical Eligibility handles applications with state systems and document management tools. Offices process thousands of cases annually, emphasizing teamwork and service.
Activities involve in-person customer interactions to determine workflows, screening for expedite criteria, educating on change reporting and self-service options, scanning documents into systems like FAA Eligibility, and issuing EBT cards. Professionals troubleshoot equipment, order supplies, resolve complaints, and handle translations, navigating challenges like irate clients with de-escalation techniques. Work demands independent decision-making under competing priorities.
The position pays $16.3500 hourly at grade 15 with a closing date of December 23, 2025. The schedule requires at least 40 hours weekly with satisfactory attendance. Benefits include affordable medical, dental, life, and disability insurance, participation in ASRS retirement system, 10 paid holidays, vacation accrued at 4.00 hours bi-weekly, paid parental leave up to 12 weeks, sick time at 3.70 hours bi-weekly, deferred compensation, wellness plans, tuition reimbursement, stipend opportunities, infant to work program, rideshare subsidies, and career advancement. Professional development offers flexible schedules for work-life balance.
Responsibilities
- In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow
- Screen applications for NA Expedite criteria as well as data entering 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 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 translation when appropriate
- Data entering applications
- Resolve client issues
- Respond 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 Resolution center
Requirements
- At least one year experience in a direct contact, customer service environment preferred
- Knowledge of computer service practices and techniques
- Knowledge of administrative, office, and clerical procedures
- Knowledge of program rules, regulations, policies and procedures, and computer systems
- Knowledge of problem resolution techniques using logic and reasoning
- Knowledge of English language for sentence structure, composition, content, spelling, and grammar
- Skills in active listening
- Skills in written and oral communication
- Skills in effective time management, organization and prioritizing tasks
- Skills in identifying alternative solutions
- Skills in use of Google Workspace
- Ability to professionally interact with all levels of personnel and customers
- Ability to work independently or collaboratively with a group
- Ability to multi-task and work under competing priorities
- Ability to adapt to changing environments and new technologies
- Ability to engage critical thinking using logic and reasoning
- Valid driver's license if driving is required