Customer Service and Research Specialist

About the role

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.

Responsibilities

• Answer inbound calls and assist applicants with questions regarding state programs and services.
• Make outbound calls to obtain, verify, or clarify applicant information.
• Return voicemails and document all customer interactions accurately and timely.
• Research electronic case files and review benefit information using multiple state databases.
• Enter, update, and maintain accurate case information and detailed case notes.
• Upload and process required documentation to support applicant case files.
• Explain application requirements and guide applicants through the next steps in the eligibility process.
• Maintain confidentiality while handling sensitive client information.
• Navigate multiple computer applications, databases, and browser windows simultaneously.
• Ensure all work is completed accurately, timely, and in accordance with Arizona's policies and procedures.
• Collaborate with supervisors and team members to resolve customer inquiries and support departmental goals.

Requirements

Knowledge:

• 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:

• Active listening.
• Excellent verbal and written communication.
• Time management