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Customer Service and Research Specialist

L3

diversified services networkPhoenix, AZ3 days ago

$17.00–$18.00 per hour

Occupations

Customer Service RepresentativesReceptionists and Information ClerksOffice Clerks, General

Industries

Telemarketing Bureaus and Other Contact CentersAll Other Business Support ServicesTelephone Answering Services
Customer Service And Research Specialist Customer Service/Research Specialist serve as a consultant supporting the state of Arizona. This position provides customer service and administrative support to individuals applying for or receiving state benefits and services. Working under general supervision, the specialist research and reviews applicant information, updates electronic case records, and verifies documentation using multiple state databases and computer systems. The position serves as a primary point of contact for applicants by answering inbound calls, making outbound calls, returning voicemails, and providing accurate information regarding the application and case process. Successful candidates demonstrate professionalism, empathy, strong communication skills, and attention to detail while managing multiple systems and maintaining compliance with DES policies and procedures.
Key responsibilities include:
  • Answering inbound calls and assisting applicants with questions regarding state programs and services.
  • Making outbound calls to obtain, verify, or clarify applicant information.
  • Returning voicemails and documenting all customer interactions accurately and timely.
  • Researching electronic case files and reviewing benefit information using multiple state databases.
  • Entering, updating, and maintaining accurate case information and detailed case notes.
  • Uploading and processing required documentation to support applicant case files.
  • Explaining application requirements and guiding applicants through the next steps in the eligibility process.
  • Maintaining confidentiality while handling sensitive client information.
  • Navigating multiple computer applications, databases, and browser windows simultaneously.
  • Ensuring all work is completed accurately, timely, and in accordance with Arizona's policies and procedures.
  • Collaborating with supervisors and team members to resolve customer inquiries and support departmental goals.
  • Knowledge required includes:
  • Customer service principles, practices, and techniques.
  • Intermediate to advanced computer skills, including accurate data entry and electronic case documentation.
  • Administrative, office, and clerical procedures.
  • Program rules, regulations, policies, procedures, and computer systems.
  • Problem-solving techniques using logic and reasoning.
  • English language, including grammar, spelling, sentence structure, and written communication.
Skills required include:
  • Active listening.
  • Excellent verbal and written communication.
  • Time management, organization, and prioritization.
  • Problem solving and identifying appropriate solutions.
  • Microsoft Office and Google Workspace applications.
  • Accurate data entry and documentation.
  • Abilities required include:
  • Communicate professionally with customers and coworkers.
  • Build rapport with customers while providing excellent service.
  • Work independently and collaboratively within a team environment.
  • Manage multiple priorities in a fast-paced environment.
  • Adapt to changing priorities, processes, and technology.
  • Maintain confidentiality and exercise sound judgment when handling sensitive information.
  • Work a minimum of 40 hours per week while maintaining satisfactory attendance and punctuality.
  • Apply critical thinking and reasoning to resolve customer issues.
  • Minimum qualifications/selective preference include:
  • Minimum of one (1) year of customer service, call center, administrative support, or related experience.
  • Experience working directly with customers in a high-volume environment.
  • Experience using Microsoft Word, Excel, and Google Workspace.
  • Typing proficiency of 40–50 words per minute (WPM).Ability to work effectively in a team-oriented environment.
  • Bilingual (English/Spanish) preferred but not required.
Pay Rate: Approximately $17.00–$18.00 per hour
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Level

JuniorL3

Salary

$17.00–$18.00 per hour

Location

Phoenix, AZ

Occupation

Customer Service Representatives

Industry

Telemarketing Bureaus and Other Contact Centers

Posted

3 days ago

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