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

Job Location:

Division of Developmental Disabilities (DDD)
1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $31,200.00 - $38,000.00 

Grade: 15

Closing Date: October 29, 2024

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES), we strengthen 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!

The Department of Economic Security, Division of Developmental Disabilities (DDD), is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative. DDD provides individuals with developmental disabilities, and their families, services and supports that are flexible, high quality, and member driven. These services provide individuals with opportunities to exercise their rights and responsibilities of independent decision-making and engagement in the community.

Applicants for this position cannot be licensed or certified by the DDD Office of Licensing Certification and Regulation, cannot have a principal interest in or have a spouse or close family with principal interest in a DDD Qualified Vendor Agreement, and cannot be employed or subcontracted by a DDD Qualified Vendor.

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:
• Receives, enters and resolves grievances (complaints), inquiries or requests for assistance from callers.
• Work with the Lead Grievance Specialist, many times in conjugation with various Division staff. Some grievances resolved by the Lead Grievance Specialist, many times in conjugation with various Division staff to collaborate for resolution. Many grievances result in inquiries to leaders within the Division.
• Documents all updates in the RS every 3-5 days while updating the complaint. Monitors, tracks and works towards a quick resolution of grievances.
• Upon resolution of each grievance, the grievance specialist contacts the complainant to discuss the closure/resolution and issues a letter of closure.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:
• Division policies, procedures and updated processes and requirement of the AHCCCS Deliverable in the Division’s contract. Federal and State laws, rules and regulations related to individuals with developmental disabilities.
• DES Divisions and the services provided. Principles of family support and self-determination.
• Public relations and training/presentations techniques, Developmental disabilities systems, Home and community-based services (HCBS) provided to people with developmental disabilities.
• Resources, programs, and systems that support individuals with developmental disabilities, problems identification and resolution techniques.
• Values and rights associated with the field of developmental disabilities.

Skills In:
• Implementing and evaluating/analyzing member and family support programs, oral and written communication.
• Interacting and working with diverse individuals, advocacy groups, First Responders and others in a professional manner.
• Planning, organizing, prioritizing, multi-tasking and time management of numerous high-level projects at one time; Establishing and maintaining effective working relationships with internal and external stakeholders.
• Developing and promoting relationship building with federal, state, non-profit and private agencies; Advocacy and group facilitation.
• Report developmental and strong writing skills, using various computer equipment and software applications (i.e. databases, Excel, etc.).

Ability to:
• Effectively represent the Department/Division with internal and external stakeholders, make good and sound decisions.
• Read, comprehend and apply policies, procedures etc. with a commitment to continuous improvement; understand the concerns of members and capably assist in resolving the issues.
• Adapt, make stakeholders’ needs a primary focus and develop and sustain productive customer relations.
• Effectively manage resources to ensure work is completed efficiently and timely per AHCCCS Deliverable contract; set high work standards and consistently maintain high levels of activity or productivity.
• Understand the concerns of individuals and the capable to assist in resolving those concerns; multitask and re-prioritize at a minimum of daily basis.

Selective Preference(s):

The ideal candidate for this position will have:
• Understanding of developmental disabilities, DDD, AHCCCS, Support Coordination.
• At least TWO (2) years of experience in customer service dealing with heavy public contact preferred.

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. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to Driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operated a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) (R2-10-201.11).
• Successfully pass background and reference check; 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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

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 pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

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 about this career opportunity, please contact Shobana Jeyaraj at 480-915-7157 or shjeyaraj@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 480-915-7157 or shjeyaraj@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.

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