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  • 513420
  • Full-time


The mission of the Arizona State Board of Nursing is to protect and promote the welfare of the public by ensuring that each person holding a nursing license or certificate is competent to practice safely. The Board fulfills its mission through the regulation of the practice of nursing and the approval of nursing education programs. The mission, derived from the Nursing Practice Act, supersedes the interest of any individual, the nursing profession, or any special interest group.


Job Location:

1740 West Adams

Phoenix, Arizona 85007

Posting Details:

Hourly Pay Range: $15.34 - $27.66  

Grade: 17

This position will remain open until filled  

Job Summary:

The Customer Service Representative IV handles the most complex customer service complaints, inquires, and issues and performs the complete range of agency customer service functions within the work section.

The Customer Service Representative IV may be responsible for training staff and monitoring workflow within the agency, will provide customer service in person, by written correspondence, and over the phone to licensees, applicants, and the general public, and will perform basic licensing and registration functions and a complete range of agency customer service functions.

The Customer Service Representative IV will also 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 and review all documents submitted in regards to a license to ensure all requirements are met prior to issuing the license.

Job Duties:

• Professionally handle multiple phone lines and 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. Provide excellent customer service to clients over the phone in a fast-paced call center environment on a daily basis. Must be able to handle a high volume of work. 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, Skills & Abilities (KSAs):


• Legal documents and how to interpret the language used in these documents (court documents, name changes, identification, citizenship documents, etc.)

• 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)

• Office procedures & practices regarding rules, regulations, policies, and procedures

• Familiar with computer software associated with Google Suite

• Customer service techniques


• Time management, negotiation, and persuasion, researching information, analytical skills, intuitive skills, and organizational skills

• Providing information that is complicated and may be received negatively

• Customer service, including difficult customers/situations

• Use of computer, especially with Google Suite, ORBS


• Develop effective operating procedures, apply techniques of work management, analyze and interpret data, communicate verbally and in writing

• Resolve customer concerns and questions, use available resources to find solutions for customer, remain calm under pressure

• Ability to plan, analyze, coordinate activities, and establish priorities

• Establish and maintain good working relationships

• Learn and use ORBS

Selective Preference(s):

• Previous customer service experience

Pre-Employment Requirements:

• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

• Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment


The State of Arizona offers a comprehensive benefits package to include:

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

• Life insurance and long-term disability insurance

• Vacation plus 10 paid holidays per year

• Health and dental insurance

• Retirement plan

• Sick leave

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

Contact Us:

• If you have any questions please feel free to contact Angie Jakubowski at AJakubowski@azbn.gov for assistance


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.