This position supports the Bureau of Special Licensing by performing high level customer service activities. The Bureau issues state licenses for over 17,000 professionals and facilities. Will provide courteous, accurate, and timely customer service to the public of the State of Arizona through the understanding of the compliance with statues, rules and regulations, policies and procedures pertaining to the Bureau of Special Licensing. Responsible for the processing and security of customer information, receipts, certified paper, applications, corrections, amendments, and confidential documents pertaining to the Public Health Licensing Services. Researches information on multiple databases, collects fees, records transactions and other information in electronic systems. Participates in answering a high volume of customer calls and responding to email communication providing direction and assistance to each customer in a timely and professional manner. This entails managing the most complex customer service complaints, inquiries and issues that may include specialized instructions. This position may train new support staff within the Bureau and will serve as back up for the Customer Service Supervisor. In addition, other administrative duties and/or special projects as assigned by the supervisor.
- Process initial and renewal applications. Answers telephone calls and emails and give appropriate specialized guidance and information to the customer to facilitate resolution of the issue. Research the various databases to identify a record order information and the status of documents.
- Handles complex customers in a calm, professional manner. Interprets and applies statues rules, policy and procedures as appropriate to the job function. May evaluates and recommend changes to processes and procedures.
- Soft, review and process all mail and requests that customers send through the mail and electronically. This includes updating the ASPEN database related to licensing applications.
- Provide administrative duties and/or clerical support for special projects as assigned by the supervisor to include serving as a back up supervisor and training other staff members.
- Prepares documents for public record request ensuring documents are redacted and the request is inclusive of the documents requested.
- Customer service techniques.
- Use of office equipment and computer systems.
- General office procedures and practices.
- Oral and written communication.
- Using courtesy and tact when interacting with internal and external customers.
- Use of phone system.
- Use of office equipment and computer systems, operate new computer systems and processing equipment.
- Learn general rules, regulations, and policies and procedures in relation to Special Licensing.
- Learn and operate new computer systems and processing equipment.
- Provide information using oral and written communication.
- Listen and interpret information.
- Resolve problems.
- 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.
Minimum high school diploma or equivalent. 5+ years of experience in customer service or 3 years in a customer service call center environment. Experience with multiple line telephones, computer and technology preferred.
Employees who drive on state business require 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 checks, must maintain acceptable driving records and must complete any driver training (See Arizona Administrative Code R2-10-207.11).
The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 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
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.
Arizona State Government is an EOE/ADA 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) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
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.