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State of Arizona · 2 months ago

Customer Service Representative 4

Phoenix, AZ

Full-time

Onsite

Mid, Senior Level

$42K/yr - $42K/yr

5+ years exp

The State of Arizona's Department of Health Services promotes and protects the health of Arizona’s children and adults. The Customer Service Representative 4 provides courteous, accurate, and timely customer service to the public while managing a high volume of calls, assisting with complex inquiries, and training lower level staff.

GamingGovernmentVideo Games

No H1B

Responsibilities

Provides complete and accurate service to applicants for birth and death certificate requests, amendments, corrections, adoptions, delayed/presumptive death, putative father and court ordered paternity through the quality review and shipment of records to applicants

Ensures all mail is enveloped and properly secured each day

Sorts, opens and reviews incoming mail and distributes to appropriate area

Answers telephone calls and gives appropriate guidance and information to the caller to facilitate resolution of the issue

Research the various databases to identify a record, order information and or status of an order

Provides a resolution to customer issues

Provides training to lower level staff on each job function

Assist with unit workflow through evaluating and recommending changes to work processes and procedures

Creates and edits desk procedures as needed

Interpret and apply statutes, rules, policies and procedures

Provides support to lower level staff that encounter difficult or hostile customers over the phone or in person

Assist with special projects requiring research, documentation, filing, and organizing

Other duties as assigned as related to the position (typically 5% - 10%)

Qualification

Customer service techniquesCall center phone systemOralWritten communicationOffice equipment useCash handlingPerformance ManagementContinuous Quality ImprovementMulti-cultural supportPolicy creationFast-paced environment

Required

Minimum high school diploma or equivalent

5+ years of experience in customer service or 3 years in a customer service call center environment

Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113

Ability to create and edit policies and desk procedures that are pertinent to daily job functions

Advanced knowledge of rules and statutes and able to interpret and clarify regulations and statutes applicable to Vital Records

Ability to learn and operate new computer systems and processing equipment

Ability to work in a fast-paced high volume office setting dealing with the public

Ability to provide information using oral and written communication

Ability to listen to and interpret information

Ability to resolve high level customer issues and complaints

Ability to support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination

Preferred

Experience with multiple line telephones, computer and technology preferred

Benefits

Affordable medical and dental insurance plans

Paid vacation and sick time

Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).

10 paid holidays per year

Wellness program and plans

Life insurance

Short/long-term disability insurance

Defined retirement plan

Award winning Infant at Work program

Credit union membership

Transit subsidy

ADHS Student Assistance Pilot Program

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.