Community Service Representative

Maricopa County • Phoenix, AZ

22h • Hybrid

About The Position

As a Community Service Representative, you will serve the community by becoming a "front line" response to all calls, questions, complaints, and compliments. Our Community Service Representatives represent the Department of Public Health and other County entities through diverse incoming calls and outbound connections with an amazing sense of professionalism and a willingness to take on a high level of responsibility with all constituents by understanding and embracing the concept of public service and making community satisfaction your primary priority with every interaction. Our work is guided but not scripted; transparency and open communication with the team, critical thinking, problem-solving, investigation, research, and kindness are the values of our work on the CARES (Community Action, Resources, and Emergency Support) Team.

Requirements

• One year of customer service and/or community service experience
• High School Diploma or GED
• An equivalent combination of post-secondary education and/or job-related experience may substitute for the required experience on a year-for-year basis
• Computer literacy – ability to send emails, review websites, and access online information
• Within one month of hire, all employees will be required to provide evidence of immunity or receive immunizations for vaccine-preventable illnesses for any position within the Maricopa County Department of Public Health; required immunizations include MMR (measles, mumps, rubella), Tdap (whooping cough and diphtheria), Varicella (chickenpox), and annual Influenza; some positions require a Hepatitis B vaccine and/or a Tuberculosis test

Nice To Haves

• Two or more years of experience in a Customer/Community Service role
• Bilingual in Spanish and English

Responsibilities

• Take community-member calls.
• Interview all callers to determine the nature of the call, with each call reviewing applicable guidance, while maintaining a clear understanding of current guidance to respond to community inquiries
• Process calls received in accordance with policy and procedure, and be aware of call topics to appropriately identify those that warrant transfer to Epidemiology
• Follow up applicable guidance calls with an email containing links to information shared, enabling callers to access current information and changes that may occur over time, which are updated on the referenced websites
• Accurately report calls in the CARES Team Survey System to ensure each call is captured for use in data reporting, to support the Maricopa County Department of Public Health with community-based data
• Support “Community Engagement” with outbound call projects that promote other groups and initiatives within MCDPH. These may include immunization and 2nd-dose projects, promotion of MCDPH “Strike Team” immunization events, shelter support, long-term care facility support, and other projects as requested of us
• Accept additional responsibilities such as immunization records requests, CARES Team bookmark administration and processing, TTY phone inbound call management, data entry, and other requirements as requested

Benefits

• Tuition reimbursement
• Exceptional work-life balance with a hybrid work schedule option
• Opportunities for growth and development within Maricopa County
• Low-cost, high-value healthcare for you and your qualifying dependents
• Child care benefits, including access to our on-site center, Maricopa County Kids Club, dedicated to serving Maricopa County families
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including an incentive
• Enrollment in the Arizona State Retirement System, a defined retirement benefit requiring a 12% monthly contribution rate that includes a 100% employer match on Day 1

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees