Customer Service Representative 4

State of Arizona • Phoenix, AZ

69d • $42,500 • Remote

About The Position

This position provides courteous, accurate, and timely customer service to the public of the State of Arizona while answering calls using the BVR call center system and to in person customers. This entails managing a high volume of customer calls that come into the call center while providing direction and assistance to each caller in a timely and professional manner. The incumbent will interpret and comply with statutes, rules, regulations, policies and procedures. Process and secure customer information, cash receipts, certified paper, applications, corrections, amendments, and confidential documents. Provide quality control of the certified paper and certificates to ensure correct certificates are issued and mailed to correct applicants. Assist with the most complex customer service complaints, inquiries and issues that may include specialized instruction, training or certification in specialized areas of expertise. Responsible for training lower level staff and will assist with unit workflow, evaluating, recommending and making changes to work processes and procedures. Has mastered all duties and responsibilities of the Customer Service Representative 3 position for Vital Records.

Requirements

• 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.

Responsibilities

• Provides complete and accurate service to applicants for birth and death certificate requests, amendments, corrections, adoptions, delayed/presumptive death, putative father and court ordered paternity through the quality review and shipment of records to applicants.
• Ensures all mail is enveloped and properly secured each day.
• Sorts, opens and reviews incoming mail and distributes to appropriate area.
• Answers telephone calls and gives appropriate guidance and information to the caller to facilitate resolution of the issue.
• Research the various databases to identify a record, order information and or status of an order.
• Provides a resolution to customer issues.
• Provides training to lower level staff on each job function.
• Assist with unit workflow through evaluating and recommending changes to work processes and procedures.
• Creates and edits desk procedures as needed.
• Interpret and apply statutes, rules, policies and procedures.
• Provides support to lower level staff that encounter difficult or hostile customers over the phone or in person.
• Assist with special projects requiring research, documentation, filing, and organizing.
• Other duties as assigned as related to the position (typically 5% - 10%)

Benefits

• Affordable medical and dental insurance plans
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees