DEPT OF HEALTH SERVICES

The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Program, where eligible employees can receive up to $437.50 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.

Customer Service Representative 4

Job Location:

Address:

 150 N 18th Ave.

Phoenix, AZ 85007

Posting Details: Posting Details:

Salary: $ 42,500

Grade: 17

Job Summary:

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.

 

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

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%).

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
-Customer service techniques;
-Use of office equipment and computer systems
-General office procedures and practices
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skill in:
-Oral and written communication
-Using courtesy and tact when interacting with internal and external customers
-Use of call center phone system
-Operating a register and cash handling

Ability to:
-Create and edit policies and desk procedures that are pertinent to daily job function