Customer Service Representative II

2 weeks ago

Phoenix, Arizona, United States Arizona Official Website of State of Arizona Full time

Position Overview:

This role is dedicated to delivering professional, precise, and prompt customer assistance to the residents of Arizona. The incumbent will handle a significant volume of inquiries via the BVR call center system and assist walk-in clients. This includes managing incoming calls efficiently while offering guidance and support to each individual in a courteous and timely manner. Adherence to relevant laws, regulations, and organizational policies is essential. Responsibilities include processing and safeguarding customer data, handling payments, and managing sensitive documents, which may involve modifications or corrections.

The State of Arizona promotes a workplace culture that values flexibility, independence, and trust. Many employees across various agencies participate in the State's Remote Work Program, allowing them to work from home, in offices, or in shared spaces. All work, including remote tasks, should be conducted within Arizona unless prior authorization is obtained.

Key Responsibilities:

  • Deliver comprehensive and accurate assistance to clients requesting vital records, including birth and death certificates, amendments, and court-ordered paternity documentation. Ensure all outgoing mail is securely packaged daily. Manage incoming correspondence by sorting, opening, and directing it to the appropriate departments. Respond to phone inquiries, providing relevant information to resolve issues effectively.
  • Document and manage returned mail. Reach out to clients to confirm address details. Prepare logs, reports, and statements for monthly reviews and archiving. Evaluate and process customer applications.
  • Apply relevant statutes, regulations, and organizational policies.
  • Support special projects that require research, documentation, and organization.
  • Perform additional duties as assigned related to the position (typically 5% - 10%).

Knowledge, Skills & Abilities:

Knowledge of:

  • Customer service best practices.
  • Office equipment and computer systems.
  • General office operations and procedures.
  • Performance Management (PM) and Continuous Quality Improvement (CQI) methodologies.

Skills in:

  • Effective oral and written communication.
  • Interacting with internal and external clients with courtesy and professionalism.
  • Utilizing call center technology.
  • Cash handling and register operations.

Ability to:

  • Understand and apply general rules, regulations, and policies related to Vital Records.
  • Thrive in a fast-paced, high-volume office environment while engaging with the public.
  • Communicate information clearly and effectively in both written and verbal formats.
  • Comprehend written materials related to work responsibilities.
  • Foster a diverse and inclusive workplace that reflects the community and promotes equal opportunity for all individuals.

Preferred Qualifications:

High school diploma or equivalent is required. A minimum of 5 years of customer service experience or 3 years in a call center environment is preferred. Familiarity with multi-line phone systems and technology is advantageous.

Pre-Employment Requirements:

Possession of a valid level one fingerprint clearance card is mandatory.

If driving or vehicle use is essential for the role, additional requirements will apply.

Benefits:

The State of Arizona offers a comprehensive benefits package, including:

  • Affordable medical and dental insurance options.
  • Paid vacation and sick leave.
  • Paid Parental Leave for up to 12 weeks for new parents.
  • 10 paid holidays annually.
  • Wellness programs.
  • Life insurance coverage.
  • Short and long-term disability insurance.
  • A defined retirement plan.
  • Participation in the Infant at Work program.
  • Credit union membership.
  • Transit subsidies.
  • Student assistance programs.

By offering flexible remote work schedules, employees can achieve a better work-life balance, report higher job satisfaction, and enhance productivity. Remote work arrangements are subject to management discretion.

Retirement Benefits:

The State contributes monthly to your retirement benefits, matching your contributions. New employees will have a waiting period before contributions commence.

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