Customer Service Rep 2

Arizona Department of Administration•Phoenix, AZ

1d•$20•Onsite

About The Position

The mission of the Office of the Arizona Secretary of State is to provide services throughout the state to preserve history, promote engagement, and protect the future, striving to be trusted, accessible, innovative, and secure. The Business Services Representative 2 performs advanced customer service functions, handling inquiries and requests from the public via various channels (telephone, email, mail, in-person). Key responsibilities include processing Public Records Requests, reviewing and approving/rejecting Remote Online Notary (RON) and Electronic Notary applications, and managing all notary-related submissions according to established standards. The role requires developing proficiency across multiple functional areas and cross-training in Business Services operations. This position involves using discretion in information release, resolving difficult customer service issues through research and policy analysis, and potentially reconciling money receipts and cash. The scope of work covers Notary Applications, UCC Filings, Trade Names, Trademarks, Apostilles, Partnerships, Telephonic Sellers, Veterans' Charities, and Public Records Requests.

Requirements

Knowledge of applicable program rules, regulations, policies and procedures, systems, and relevant statutes.
Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology.
Skill in Active Listening - 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.
Skill in Speaking - talking to others to convey information effectively.
Skill in Service Orientation - actively looking for ways to help people.
Skill in Reading Comprehension - understanding written sentences and paragraphs in work related documents.
Skill in Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability to maintain keen constituent servicing etiquette.
Ability to perform routine tasks while maintaining focus and watching out for anomalies.
Ability to type 30 words per minute.
Ability to multi-task on high profile casework while surrounded by a busy work environment.
Ability to establish and maintain professional and effective working relationships with colleagues and the public.
Ability to 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.
Ability to respectfully interact and service the diversity of customers found in our community.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify) for newly hired State employees.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then Driver’s License Requirements apply.

Nice To Haves

Bilingual (Spanish)

Responsibilities

Respond to inquiries and requests initiated by the public via telephone, email, mail and in-person interactions.
Process and fulfill Public Records Requests.
Review and determine the approval or rejection of Remote Online Notary (RON) and Electronic Notary applications.
Manage all notary-related submissions in accordance with established statutes, policies, and procedural standards.
Develop proficiency across multiple functional areas and be cross-trained to provide support in all relevant Business Services operations.
Use discretion when releasing pertinent information.
Solve difficult customer service complaints/problems.
Conduct research, compile information, and analyze policies and procedures to resolve customer issues.
Periodically add money receipts and reconcile cash against known figures for verification.
Handle Notary Applications, Renewals, Cancellations and Complaints.
Process UCC Filings.
Manage Trade Names.
Handle Trademarks.
Process Apostilles.
Manage Partnerships.
Handle Telephonic Sellers.
Manage Veterans' Charities.
Perform data processing and documentation management, including filing, scanning and records organization.
Maintain accurate physical/electronic filings in accordance with established retention schedules.
Convert paper documents into digital formats by scanning and indexing to ensure clarity and completeness.
Conduct case research and issue resolution during phone calls and other customer communications, explaining procedures and requirements in a clear manner.
Provide service quality and professional assistance by being courteous, helpful, and maintaining confidentiality.
Accurately and safely process payments made with cash, check or card.
Conduct daily reconciliation of payment activity to ensure funds match system-generated reports.
Perform other duties as assigned as related to the position (typically 5% - 10%).