CUSTOMER SERVICE REPRESENTATIVE IV

Arizona Department of Administration • Phoenix, AZ

6d • Onsite

About The Position

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. This position will be in-office only and is located at 1740 West Adams Street Suite 200, Phoenix, Arizona 85007. The hourly pay range is $15.34 - $21.50, and the position is Grade 17. This position will remain open until filled. The CSR 4 handles the most complex customer service complaints, inquiries, and issues, performing the complete range of agency customer service functions within the work section. This role may be responsible for training staff and monitoring work flow within the agency. The representative will provide customer service in person, by written correspondence, and over the phone to licensees, applicants, and the general public. They will perform licensing and registration functions and a complete range of agency customer service functions. Additionally, the role provides technical assistance and procedural guidance to CNA, LNA, CMA, LP, RN, and AP applicants/licensees, and issues CNA/LNA/CMA licenses/certificates, processes name/address changes and license status changes. The representative will review all documents submitted in regards to a license to ensure all requirements are met prior to issuing the license.

Requirements

• 2+ years of experience in a customer service call center required
• Experience with multi line telephones, on-line ticketing systems and personal computers
• Ability to work well with others
• Ability to think critically to formulate customer solutions to complex issues
• Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment

Responsibilities

• Professionally handle 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.
• Provide information to customers in response to inquiries 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.
• 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 process.
• Other duties as assigned as related to the position.

Benefits

• 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
• Paid Parental Leave pilot program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed