This position provides courteous, accurate, and timely customer service to the public of the State of Arizona while answering calls using the BVR and Medical Marijuana Patient Registry Program call center system. This entails managing a high volume of customer calls that come into the call center while providing direction and assistance to each caller in a timely and professional manner. The incumbent will interpret and comply with statues, rules, regulations, policies and procedures. Process and secure customer information, cash receipts, certified paper, applications, corrections, amendments, and confidential documents. Provide quality control of the certified paper and certificates and cards to ensure correct certificates and cards are issued and mailed to correct applicants. Review and process customer applications to include: archiving and coordinating archiving schedule.
- Provides complete and accurate service to applicants for birth and death certificate requests as well as Medical Marijuana applicants through the quality review and shipment of records and cards 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.
- Log, document, and file returned mail. Contact customers to verify address information. Prepare logs, reports, and statements for monthly accounting and archiving. Review and approve/disapprove customer applications.
- Interpret and apply statutes, rules, policies and procedures.
- Assist with special projects requiring research, documentation, filing, and organizing.
- Customer service techniques.
- Use of office equipment and computer systems.
- General office procedures and practices.
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.
- Oral and written communication.
- Using courtesy and tact when interacting with internal and external customers.
- Use of call center phone system.
- Operating a register and cash handling.
- Learn general rules, regulations, and policies and procedures of the OVR and the Medical Marijuana Patient Registry Program.
- Learn and operate new computer systems and processing equipment.
- Work in a fast-paced high volume office setting dealing with the public.
- 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).
Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S.41-1758.07 or must apply for a level one fingerprint clearance card within seven working days after beginning employment. You will be required to pay an $8.25 fee for fingerprint screening. If hired, you will be able to request reimbursement of the $8.25.
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.