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SalaryDEPARTMENT 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.
CHILD SUPPORT SERVICES CALL CENTER AGENT
Job Location:
Division of Child Support Services (DCSS)
Customer Care Call Center
1789 West Jefferson Street, Phoenix, Arizona 85007
Posting Details:
Salary: $34,221.00 - $41,275.52
Grade: 18
Closing Date: March 18, 2024
Job Summary:
The DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Child Support Services Call Center Agent (CSS Officer 2) with the Customer Service Region. This position is responsible for direct client contact and assists in collection efforts by handling a high volume of incoming calls and emails from custodial and non-custodial parents, caretakers, employers and other jurisdictions; reviewing and analyzing the automated case management system, interpreting data and responding to callers within required timeframes of the region.
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:
- Answer and respond to a high volume of incoming calls and email messages from custodial and non-custodial parents, caretakers, employers and other jurisdictions within required regional time frames.
- Accurately explain criteria for requested actions based upon federal, state and agency rules and regulations, policy and procedures in timely and efficient manner.
- Access case history to review, interpret, and analyze data and assess information.
Knowledge, Skills & Abilities (KSAs):
- Strong understanding of In-bound/Out-bound CALL CENTER policy, procedures and regulations governing confidential information and privacy through extensive experience.
- General working knowledge of interactive voice response systems, automated dialers and the computer system; automated office systems and equipment.
- Strong understanding of case management principles and techniques.
Skills in:
- Use of interviewing techniques to obtain accurate information.
- Handling a high volume of in-bound calls; meeting established response times to resolve questions, issues and discrepancies.
- Excellent communication skills (both oral and written).
- Experience monitoring, tracking and analyzing data.
Ability to:
- Meet performance measures while providing excellent customer service; maintain up-to-date knowledge of policy and procedures.
- Multi-task and thrive in a fast-paced, performance driven environment.
- Improve performance with CALL CENTER hardware and software.
- Analyze and interpret data related to court orders.
- Effectively use the automated case management system; effectively use electronic messages as a communication tool; understand related CHILD SUPPORT enforcement techniques and activities.
- Work from 9:00 a.m. to 5:30 p.m. Monday through Friday.
Selective Preference(s):
- A minimum of two (2) years of extensive In-bound/Out-bound CALL CENTER experience; or skilled in: case management; investigative research and analytical ability; court order interpretation.
Pre-Employment Requirements:
- 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.
- Arizona Level One Fingerprint Clearance Card.
- 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.
- All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits:
- 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.
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 Jeremy Einwalter at (480) 640-8919 or JEinwalter@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 calling (602) 542-8900. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.
