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CUSTOMER SERVICE REP 3

  • 503083
  • PHOENIX
  • LAND DEPARTMENT
  • Full-time

LAND DEPARTMENT

Since its inception in 1912, the Arizona State Land Department has been entrusted with managing approximately 9.2 million acres of State Trust lands scattered throughout Arizona. The Common Schools (K-12) are the largest beneficiary entitled to approximately 87% of the land and receiving close to 90% of State Trust Land revenues. Through the application of sound stewardship, and effective business management principles, the Land Department can succeed in its mission of responsibly managing the assets of a multi-generational perpetual Trust in alignment with the interests of the beneficiaries and Arizona’s future. Are you ready to join us in our mission?
Please apply today!
For general information, visit our website: www.azland.gov
1616 West Adams Phoenix, AZ 85007

CUSTOMER SERVICES REPRESENTATIVE 3

AZ STATE LAND DEPARTMENT

Job Location:

Address:  1616 West Adams Phoenix, AZ 85007

Posting Details:

Salary: $16.00 - $19.00 PER HOUR 

Grade: 16

Closing Date: Open Until Filled

Job Summary:

The Arizona State Land Department manages more than 10,000 leases, permits, rights of ways, sales and other contracts relating to the management use and disposition of 9.2 million acres of State Trust lands. State Trust lands are lands granted to the State of Arizona pursuant to the federal Enabling Act. The Trust lands are held in Trust for the common public schools and 13 other public institutions. Any use or disposition of Trust lands must benefit the Trust's beneficiaries.

Under the direction and guidance of the (APIS) Section Manager, the Customer Service Representative 3 has direct responsibility in the management of the agency's Public Records Department and performs senior level customer service activities by providing assistance to customers. This position is also responsible for maintaining the filing system including retrieval, filing, file conversion and scanning.

Job Duties:

Answer and adjudicate the Agency General Information & Document Copy inquiries from the phone, web & email. Assist walk-in customers and staff in researching records via the Department's computer and filing systems. Assist customers in locating, printing and purchasing Maps and Recreation Permits. Serve as "Cashier" for walk-in transactions and payments and Administer the disposition agency Vehicle Pool keys. (35%)

Prepare documents for scanning and filing. Retrieve files from throughout the Department and return to inventory. Gathers canceled files for transfer to Records Retention. Conduct inventory of files for Section/Division file tracking. (25%)

Receive, sort and distribute all Agency In-coming Mail & deliveries. Collect, post and mail all Agency Out-going Mail from sections. Print, envelope & mail Agency Billings, with direction from the Accounting section. Receive all Goods & Services into APP, with direction from the Accounting section. Process address changes from returned mail and change requests. Deliver deposit to Treasurer's office daily. (25%)

Apply the principles, theories, and concepts of the Arizona Management System; actively participating in daily group huddles and huddle board updates; continually identifying areas for process and quality improvement; adhering to established standard work and procedures. (10%)

Other duties as assigned as related to the position. (5%)

Knowledge, Skills & Abilities (KSAs):

Knowledge
• Public record laws
• Agency procedures and structure
• Department's computer programs for land title, current land status, application entry and inquiry, and file tracking
• Filing procedures
• Records Retention requirements and restrictions
• Professional office management practices and procedures
• Rules and statutes
• Land legal descriptions- how to read and how to write them
• Land title research methods
• Appropriate use of grammar, punctuation and formatting of various business documents.

Skills
• Typing and performing detailed and complex work with accuracy and speed
• Answering routine questions from the public via phone, email or in person
• File organization
• Data entry
• Workload management
• Understanding title documents and their meaning
• Conducting land title search
• Conducting computerized current and historical land records research
• Excellent oral and written communication
• Intermediate to advanced skill using computer software/programs (i.e. Microsoft Office Suite)

Abilities
• Learn and seek training in the research of historical and current computer data and documentation
• Establish and maintain effective working relationship with Inter/intra personnel, public, and lessees
• Articulate thoughts effectively
• Maintain a positive attitude and contribute constructively to staff morale
• Compose various documents with minimal supervision (i.e. letters and memos)

COVER LETTER REQUIREMENT
A cover letter is required for this position in addition to a complete resume at the time of application. The cover letter should concisely highlight experience, knowledge, skills, and abilities as they relate to the job posting. The cover letter will be used to determine which applicants will advance to the interview phase of the recruitment and selection process.

Selective Preference(s):

• A minimum of 3 years of prior customer service experience in a high-volume environment, interacting with customers via phone, email, and in person.
• Some college coursework preferred - studies in general business, business communications, and office procedures/records management.

Pre-Employment Requirements:

● Prior or after interviewing, candidates may be subject to a pre-employment skills assessment.
● Requires possession of and 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 required driver training. (refer to Arizona Administrative Code R2-10-207.12.)

Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Health and dental insurance
Retirement plan
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

Retirement:

● Positions in this classification participate in the Arizona State Retirement System (ASRS).
● ASRS is a mandatory condition of employment for all employees who meet the eligibility and membership criteria as defined in statute.
● Enrollment eligibility will become effective after 27 weeks of employment
● The current contribution rate is 12.41%

Contact Us:

If you have trouble applying for this position, please email HRIShelpdesk@azdoa.gov for assistance.
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting AZSLD Human Resources at 602-542-2629. Requests should be made as early as possible to allow time to arrange the accommodation.

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.