CUSTOMER SERVICE REPRESENTATIVE II
SUPPORT SERVICES DIVISION / CUSTOMER SERVICE BRANCH
HUNT DRAW SECTION / PHOENIX BASED
FLSA- Non-Exempt / SALARY GRADE 15 (Hourly rate $17.00)
Under the direction of the Draw Section Customer Service Supervisor, the Hunt Draw Customer Service Representative will be responsible for providing expertise to internal and external customers, responding to and corresponding on the telephone, by mail, online or in person, regarding complaints, concerns, problems and other pertinent information dealing with the Hunt/Draw program and Department guidelines, policies, procedures, laws and rules.
Major duties include:
Responsible for accurate and timely handling of all money and applications received for the Big Game Draw programs.
Prepares daily deposits for manual applications and reconciliation.
Handles the reissuing of surrendered tags through the PointGuard/Surrender tag process. Collects tag fees for the issuing of surrendered tags, adhering to Arizona statute and commission rules.
Reviews federal and state laws and regulations governing the statewide Hunt/Draw program. Participates in the development and implementation of policies and procedures relative to the Hunt/Draw program.
Processes the Hunter Pool applications for authorized Supplemental/Population Management hunts. Collects tag fees and issues tags for authorized Supplemental/Population Management hunts.
Reviews federal and state laws and regulations governing the statewide Hunt/Draw program and participates in analyzing, developing and implementing policies and procedures prior to each big game lottery draw.
Assisting testing of the on-line application system, updates to the hunt application form and making recommendations on limits and restrictions on big game hunts as established by Commission Rule.
Prepares and maintains a current list of first-come permit-tags and distributes to internal staff. Processes and issues first-come permit-tags and administers all manual draws.
Prepares and stores Hunt Draw records for retention and destruction.
Handles a high volume of customer calls and contacts, including responding to questions and assisting with customer accounts and information.
Performs other duties as assigned.
The candidate must have knowledge of/in: Commission/Department policies/procedures, ARS 17-wildlife laws as they pertain to the Hunt/Draw, government accounting principles and procedures and a variety of computer programs.
The candidate must be skilled in communicating effectively both oral and written in order to interpret Game and Fish laws, rules, policies and procedures; proofreading and research; cash handling; strong customer service; advanced listening techniques.
The candidate must have the ability to handle multiple projects at one time and resolve technical and complex problems for a multi-location operation.
Position requires possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.).
All newly hired employees will be subject to the E-Verify Employment Eligibility Verification program.
The Arizona Department of Administration offers a comprehensive benefits package to include:
Vacation with 10 paid holidays per year
Health and dental insurance
Life insurance and long-term disability insurance
Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
If you have any questions please feel free to contact Milani Barron at firstname.lastname@example.org for assistance.
ARIZONA MANAGEMENT SYSTEM (AMS)
All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
State employees are highly engaged, collaborative and embrace a culture of public service.
The State of Arizona is an Equal Employment Opportunity Employer.