Performs senior-level or lead customer service activities. The CSR 4 handles the most complex customer service complaints, inquires, and issues. Performs the complete range of agency customer service functions within the work section. May be responsible for training staff and monitoring workflow within the agency. Provide customer service in person, by written correspondence, and over the phone to licensees, applicants, and the general public. Perform licensing and registration functions and a complete range of agency customer service functions. Provide technical assistance and procedural guidance to CNA, LNA, CMA, LP, RN, and AP applicants/licensees. Issue CNA/LNA/CMA licenses/certificates, process name/address changes, and license status changes. Review all documents submitted in regards to a license to ensure all requirements are met prior to issuing the license.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document all interactions.
Assist applicants with applications for various types of licenses; includes reviewing documents
(legal, job-related, identification, etc.); advise if additional items are needed. Accept, review,
analyze, process & manage licensing documents in ORBS in accordance with the Nurse Practice Act & Policy & Procedure. Prepare correspondence & reports as needed for the issuance or maintenance of a license. Coordinate and share information with team members.
Resolve customer complaints via phone, email, mail, chat, or in person. Use internal data systems to analyze customer's situations. Maintain a balance between company policy and customer benefit in decision-making.
Continuously evaluate and identify opportunities to drive process improvements that positively
impact the customer's experience. Participate in process improvement projects by lending expertise and assistance to promoting and implementing initiatives to improve business processes.
Provide information to customers in response to inquires about licensing, certifications, and other Board program areas. Review and process applications and payments. Explain how to use the State and National websites for renewals, verification of license, certification, and status information, and solve customer service application issues.
Knowledge of the Nurse Practice Act, especially the statutes and rules pertaining to nurse licensing; Department's Policies and Procedures; Department's specialized licensing system (ORBS); Legal documents and how to interpret the language used in these documents (court documents, name changes, identification, citizenship documents, etc.); Customer service techniques; Office procedures & practices regarding rules, regulations, policies, and procedures. Familiar with computer software associated with Google Suite. Use of computer, especially with Google Suite, ORBS, time management, negotiation, and persuasion, researching information, analytical skills, intuitive skills, and organizational skills. Customer service, including difficult customers/situations. Providing information that is complicated and may be received negatively. Ability to plan, analyze, coordinate activities, and establish priorities. Develop effective operating procedures, apply techniques of work management, analyze and interpret data, communicate verbally and in writing. Establish and maintain good working relationships. Learn and use ORBS. Resolve customer concerns and questions, use available resources to find solutions for customer, remain calm under pressure.
Call center or Customer service experience
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
• Positions in this classification participate in the Arizona State Retirement System (ASRS).
• Please note, enrollment eligibility will become effective after 27 weeks of employment.
If you have any questions please feel free to contact Shawna Bonner at JDAHN@azbn.gov 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.
Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.