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CUSTOMER SERVICE REPRESENTATIVE 4 [Vital Records]

  • 503133
  • PHOENIX
  • DEPT OF HEALTH SERVICES
  • Full-time

DEPT OF HEALTH SERVICES

The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Pilot Program, where eligible employees can receive up to $200 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.

Customer Service Representative 4

Division of Licensing/Bureau of Vital Records

Job Location:

Address:  1818 W. Adams, Phoenix 85007

Posting Details:

Salary: 32,000  

Grade: 17

Job Summary:

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.

Job Duties:

− Providing 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
− Ensuring all mail is enveloped and properly secured each day
− Sorting, opening and reviewing incoming mail and distributing to appropriate area.
− Answering telephone calls and giving appropriate guidance and information to the caller to facilitate resolution of the issue
− Researching the various databases to identify a record, order information and or status of an order
− Logging, documenting, and filing returned mail
− Contacting customers to verify address information
− Preparing logs, reports, and statements for monthly accounting and archiving
− Reviewing and approving/disapproving customer applications
− Interpreting and applying statutes, rules, policies and procedures
− Assisting with special projects requiring research, documentation, filing, and organizing.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

− 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

Skills in:
− 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.

Ability to:
− 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

Selective Preference(s):

The ideal candidate will have:
− 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.

Pre-Employment Requirements:

- Must possess a valid Level One Fingerprint Clearance Card pursuant to A.R.S. §36-113

Driving is required for State Business.
- 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).

Benefits:

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

Retirement:

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.

Contact Us:

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.