Customer Service Representative 2

Arizona Department of Administration•Phoenix, AZ

1d•$20•Onsite

About The Position

The Business Services Representative performs journey level customer service activities by performing tasks initiated by the general public through telephone, mail, or in-person. The position processes documents for the following items filed with the Secretary of State's office including but not limited to: Notary Applications, Renewals, Cancellations, and Complaints, UCC Filings, Trade names, Trademarks, Apostilles, Advance Directives, Athlete Agents, Partnerships, Telephonic Sellers. Position may require the use of discretion when releasing pertinent information; solving difficult customer service complaints/problems; conducting research, compiling information, and analyzing policies and procedures to resolve customer issues. Duties may include periodically adding money receipts and reconciling cash against known figures for verification.

Requirements

Applicable program rules, regulations, policies and procedures, systems, and relevant statutes
Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
The structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology.
Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Talking to others to convey information effectively.
Actively looking for ways to help people.
Understanding written sentences and paragraphs in work related documents.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Perform routine tasks while maintaining focused and watching out for anomalies
Type 30 words per minute
Mutli-task
Establish and maintain effective working relationships
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.