CUSTOMER SERVICE REPRESENTATIVE 3 ( TRIAGE CUSTOMER SERVICE REPRESENTATIVE)

| 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 3 ( TRIAGE CUSTOMER SERVICE REPRESENTATIVE)** | Job Location: | | --- | #### Division of Benefits and Medical Eligibility Family Assistance Administration (FAA) Triage Customer Care Center 1800 East Palo Verde Street, Yuma, Arizona 85364 201 S. 3rd Avenue, Yuma, Arizona 85364 | Posting Details: | | --- | #### Salary: $17.3500/ Hourly ($36,088.00 Annually) #### Grade: 16 #### Closing Date: July 19, 2026 | Job Summary: | | --- | Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strength individuals, families, and communities for a better quality of life. DES is looking for individuals that are committed to service, community, and teamwork. To learn more about DES please visit https://des.az.gov or click on the link [here](https://youtu.be/Nik5MiXqOV8)to view ‘Our DES’ video. Come Join the DES Team! 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 Triage Customer Service Representative. This position will, under minimal supervision, work independently, interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs administered by the Division of Benefits and Medical Eligibility (DBME). This position will use the state system to record and research complaints regarding benefit eligibility, benefit amounts, technical issues, notices, federal regulations, and case statuses. The Triage Customer Service Representative will resolve non-eligibility-related issues (fair hearings, medical emergencies, benefit restoration, etc.). This position will confer with customers to gather additional information to resolve complaints or issues, explain case facts, and offer community or other support options. **This is an in-office position.** | Job Duties: | | --- | Essential Duties and Responsibilities include, but are not limited to: - Assist customers by phone in an inbound call center setting while reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the customer’s call. - Educate customers on Self-Service options and assist with various assigned call types to help the customer with the reason for their call. - Conducts a complete range of eligibility-related customer service functions, which include researching, compiling information, and analyzing policies and procedures to resolve complex customer issues. - Respond to difficult, time-sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de-escalation in dealing with emotional or irate customers. - Issue EBT Cards following established policy and procedures, completion of the EBT log, and assisting customers. with submitting requests for Electronic Benefits Replacement and processing requests to mail Voter Registration forms to customers. | Knowledge, Skills & Abilities (KSAs): | | --- | **Knowledge in:** - Customer service practices and techniques. - English language for sentence structure, composition, content, spelling, and grammar. - Program rules, regulations, policies, procedures, and computer systems. **Skills in:** - Active listening, giving full a…