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Manager, Customer Service
2 months ago
Job Summary:
Collaborates extensively with all agency business partners to ensure cohesive customer experience solutions that impact multiple inbound customer channels; serves as the business subject matter expert and provides management and supervisory functions for the Education and Compliance (E&C) Customer Service Center Teams.
Supervision:
This position performs supervisory and management duties over a team of five (5) employees, varying in titles and grades.
Check out the attached job description for more details
Job Requirements:
Education & Experience
-Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Bachelor’s Degree (e.g., B.A.), training, coursework, and work experience relevant to the assignment.
-Minimum of five years related experience in customer service, legal, financial, tax, banking, or similar field of work
Knowledge/Understanding
-Knowledge of agency and division policies and procedures
-Knowledge of agency, division, and team goals and objectives
-Knowledge of Audit, License and Registration and Collections processes for all tax types
-Knowledge of theories and practices of good customer service and phone etiquette
-Understanding of basic accounting principles and mathematical functions
-Understanding of key production leading and lagging indicators in customer experience solutioning
Skills
-Strong verbal, written, and listening communication skills
-Excellent customers services acumen and skills
-Excellent interpersonal skills and demeanor
-Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
-Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority
-Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
-Proficient in the use of various Agency databases and applications such as the Customer Service Center (Ticketing System), CUIC Reports (call routing and call flow), Engage (call recording system) and Finesse (agent logged time)
Abilities
-Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
-Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
-Ability to establish and maintain an inclusive and innovative environment that collaborates and empowers others to be engaged in the mutually beneficial outcome
-Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.
-Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
Additional Job Demands
-In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
-No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)
-A Bachelor's degree in business or related
-Experience with Continuous Improvement, Six Sigma and/or LEAN
The final candidate will be required to abide by the the following pre-employment checks:
-Employment Verification and Reference Checks
-State and Federal Criminal Background Check, including fingerprinting
-Arizona Tax Filing Records Check
-If applicable, ASEDRA Authorized Driver Identification Check
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply:
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits: The State of Arizona provides a world class comprehensive benefits package including:
-Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
-Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
-Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.
Learn more about the Paid Parental Leave pilot program . For a complete list of benefits provided by The State of Arizona, please visit our
Retirement:Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at:
