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.

CHILD SUPPORT SERVICES CALL CENTER AGENT

Job Location:

Division of Child Support Services (DCSS)

Customer Care Call Center

Location is Based on Closest Client-Facing Office to Successful Candidate’s Arizona Residence

Posting Details:

Salary: $34,221.00 – $41,275.52

Grade: 18

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 who 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 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 Care Call Center. This position is responsible for direct client contact and 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:

Essential Duties and Responsibilities include but are not limited to:

• Answer and respond to a high volume of incoming calls from case-related parties, employers and other jurisdictions within required regional time frames.
• Read and respond to a high volume of email correspondence received through the customer portal within required regional time frames.
• Accurately explain criteria for requested actions based upon federal, state and agency rules and regulations, policy and procedures in a timely and efficient manner.
• Access case history to review, interpret, and analyze data and assess information.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• 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.

Skills in:

• Handling a high volume of in-bound calls; meeting established response times to resolve questions, issues and discrepancies.
• Use of interviewing techniques to obtain accurate information.
• Excellent verbal and written communication.
• 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.
• Effectively use the automated case management system and applicable call center hardware and software; effectively use electronic messages as a communication tool; understand related child support enforcement techniques and activities.
• Work from 8:30 a.m. to 5:30 p.m. Monday through Friday.

Selective Preference(s):

The ideal candidate for this position will have:

• A minimum of two (2) years of extensive inbound call center experience.

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:

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 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.

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