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 (CSR3)

Job Location:

DIVISION OF BENEFITS AND MEDICAL ELIGIBILITY CLIENT LIAISON UNIT 8620 NORTH 22ND AVENUE, PHOENIX, ARIZONA 85021

Posting Details:

SALARY: $17.3500/ HOURLY ($36,088.00 ANNUALLY)

GRADE: 16

CLOSING DATE: NOVEMBER 2, 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 des.az.gov or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

As a senior level Customer Service Representative 3 (CSR3), under minimal supervision working independently, will 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). Will use the state system to record and research complaints on benefit eligibility, amount of benefits, technical issues, notices, federal regulations, and case status. Resolution of non-eligibility related issues (fair hearings, medical emergencies, restoration of benefits, etc.). Confers with customers to gather additional information to resolve complaints or issues, explains case facts to customers and offers community or other support options.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include, but are not limited to:

• Assist customers in fast paced office 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 inquiry. Provide assistance, guidance, and instruction to customers on use of self service options. Working under adverse conditions in a fast-paced environment which may involve interaction with irate or hostile customers. Responsible for providing case status updates to customers.
• Assist customers in uploading documents to their online account, data entering applications, and placing them in the correct workflow for their interview. Submitting changes and information received from the customer, document the case file, and send appropriate notice though the system.
• Conducts a complete range of eligibility related customer service functions, which includes research, compiling information and analyze policies and procedures to resolve complex customer issues. Respond to difficult, time sensitive complaints and feedback. Refer customers to appropriate team/workflow for unresolved eligibility complaints. Provide conflict de-escalation in dealing with emotional or irate customers. Formulate detailed responses on resolution to customers.
• Issue EBT Cards following established policy and procedures, completion of EBT log, and assisting customers with submitting requests for Electronic Benefits Replacement. Troubleshoot equipment malfunctions, contact the HelpDesk or Resolution Center, and monitor for resolution.
• Process requests to mail Voter Registration forms to customers. Pick-up returned mail from the Post Office. Open and date stamp incoming mail. Scan, upload, and validate utilizing the FAA's Document Management System and/or FAA's Eligibility System. Prepare, monitor, and submit reports following Region and office procedures. Establish and update best practices and standard work to mentor newer peers.
• Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• Customer service practices and techniques.
• Administrative, office and clerical procedures.
• English language for sentence structure, composition, content, spelling, and grammar.
• Program rules, regulations, policies and procedures, and computer systems.
• Problem resolution techniques using logic and reasoning.

Skills in:

• Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Negotiation and problem resolution.
• Good written and oral communication to convey information effectively.
• Effective time management, organization, and prioritizing tasks.
• Use of computer applications and computer navigation.
• Identifying alternative solutions.
• Clerical duties such as uploading documents and accurate data entry.

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.
• Service Orientation — Actively looking for ways to help people.

Selective Preference(s):

The ideal candidate for this position will have:

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

Pre-Employment Requirements:

• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
• 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.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

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

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page here.

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us:

For questions regarding this career opportunity, please contact Fernando Bojorquez Vega at 480-932-4641 or cbojorquezvega@azdes.gov.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation, such as a sign language interpreter or an alternative format, by contacting Fernando Bojorquez Vega at 480-932-4641 or email cbojorquezvega@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.