Customer Care Associate II

1 week 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 citizens of Arizona. The incumbent will handle a significant volume of inquiries via the BVR call center system and assist customers in person. Responsibilities include managing incoming calls and providing guidance to each caller efficiently and courteously while adhering to relevant statutes, regulations, and organizational policies.

The State of Arizona promotes a work environment that values flexibility, independence, and trust. Employees across various agencies can participate in the State's Remote Work Program, allowing them to work from home, office settings, or designated hoteling spaces. All work, including remote tasks, should be conducted within Arizona unless a prior exception is authorized.

Key Responsibilities:

  • Deliver comprehensive and accurate assistance to individuals requesting birth and death certificates, including amendments and corrections, ensuring secure handling of all records.
  • Sort, open, and review incoming correspondence, distributing it to the appropriate departments.
  • Respond to telephone inquiries, providing necessary information and support to resolve issues effectively.
  • Maintain logs and documentation for returned mail and contact customers to confirm address details.
  • Prepare reports and statements for monthly accounting and archival purposes.
  • Review and assess customer applications in accordance with established guidelines.
  • Engage in special projects that require research, documentation, and organization.
  • Perform additional duties as assigned, typically comprising 5% - 10% of the role.

Knowledge, Skills & Abilities:

Knowledge of:

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

Skills in:

  • Effective oral and written communication.
  • Utilizing courtesy and tact in interactions with customers.
  • Operating call center technology.
  • Cash handling and register operations.

Ability to:

  • Learn and apply rules, regulations, and procedures related to Vital Records.
  • Thrive in a fast-paced, high-volume office environment.
  • Communicate information clearly in both written and verbal formats.
  • Understand and interpret work-related documents.
  • Support a diverse workforce that reflects the community and fosters an inclusive environment.

Preferred Qualifications:

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

Pre-Employment Requirements:

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

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 and disability coverage.
  • A defined retirement plan.
  • Participation in the Infant at Work program.
  • Credit union membership and transit subsidies.

By offering flexible remote work schedules, employees can achieve a better work/life balance, leading to increased job satisfaction and productivity. Remote work arrangements are at the discretion of management.

Retirement Benefits:

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

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