Arizona Department of Health Services
Customer Service Representative 4
Arizona Department of Health Services, Phoenix, Arizona, United States, 85003
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Customer Service Representative 4
role at
Arizona Department 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 offer a robust benefits package, including the ADHS Student Loan Assistance Program, for eligible employees.
Job Location:
150 N 18th Ave., Phoenix, AZ 85007.
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 assisting in person customers. The incumbent manages a high volume of calls, provides direction and assistance, interprets statutes, processes customer information, ensures correct certificates are issued, and trains lower level staff.
Job Duties:
Provides complete and accurate service to applicants for birth and death certificates, amendments, corrections, adoptions, delayed/presumptive death, putative father and court‑ordered paternity through quality review and shipment of records.
Ensures all mail is enveloped and properly secured each day; sorts, opens, reviews incoming mail and distributes to appropriate area.
Answers telephone calls, gives guidance and information, researches databases, identifies records, orders information or status of an order, and resolves customer issues.
Provides training to lower level staff on job functions and assists with unit workflow, recommending changes to work processes and procedures, creates and edits desk procedures as needed.
Interprets and applies statutes, rules, policies, and procedures; supports lower level staff when encountering difficult or hostile customers.
Assists with special projects requiring research, documentation, filing, and organizing.
Completes other duties as assigned (typically 5%–10%).
Knowledge:
Customer service techniques.
Use of office equipment and computer systems.
General office procedures and practices.
Performance Management (PM), Continuous Quality Improvement (CQI) and Lean methodologies.
Skills:
Oral and written communication.
Using courtesy and tact when interacting with internal and external customers.
Using call center phone system.
Operating a register and cash handling.
Abilities:
Create and edit policies and desk procedures pertinent to daily job functions.
Advanced knowledge of rules and statutes, and interpret and clarify regulations applicable to Vital Records.
Learn and operate new computer systems and processing equipment.
Work in a fast‑paced, high‑volume office setting dealing with the public.
Provide information using oral and written communication; listen to and interpret information.
Resolve high‑level customer issues and complaints.
Support a diverse multicultural workforce and promote equal opportunity.
Selective Preference(s):
Minimum high school diploma or equivalent.
5+ years of experience in customer service or 3 years in a customer service call center environment.
Pre‑Employment Requirements:
Experience with multiple line telephones, computer and technology preferred.
Must possess a valid Level One fingerprint clearance card pursuant to A.R.S. § 36‑113.
Benefits:
Affordable medical and dental insurance plans.
Paid vacation and sick time.
Paid parental leave—up to 12 weeks per year (pilot program).
10 paid holidays per year.
Wellness program and plans.
Life insurance.
Short‑ and long‑term disability insurance.
Defined retirement plan.
Award‑winning Infant at Work program.
Credit union membership.
Transit subsidy.
ADHS Student Assistance Pilot Program.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542‑1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. All newly hired employees will be subject to E‑Verify Employment Eligibility Verification.
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Customer Service Representative 4
role at
Arizona Department 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 offer a robust benefits package, including the ADHS Student Loan Assistance Program, for eligible employees.
Job Location:
150 N 18th Ave., Phoenix, AZ 85007.
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 assisting in person customers. The incumbent manages a high volume of calls, provides direction and assistance, interprets statutes, processes customer information, ensures correct certificates are issued, and trains lower level staff.
Job Duties:
Provides complete and accurate service to applicants for birth and death certificates, amendments, corrections, adoptions, delayed/presumptive death, putative father and court‑ordered paternity through quality review and shipment of records.
Ensures all mail is enveloped and properly secured each day; sorts, opens, reviews incoming mail and distributes to appropriate area.
Answers telephone calls, gives guidance and information, researches databases, identifies records, orders information or status of an order, and resolves customer issues.
Provides training to lower level staff on job functions and assists with unit workflow, recommending changes to work processes and procedures, creates and edits desk procedures as needed.
Interprets and applies statutes, rules, policies, and procedures; supports lower level staff when encountering difficult or hostile customers.
Assists with special projects requiring research, documentation, filing, and organizing.
Completes other duties as assigned (typically 5%–10%).
Knowledge:
Customer service techniques.
Use of office equipment and computer systems.
General office procedures and practices.
Performance Management (PM), Continuous Quality Improvement (CQI) and Lean methodologies.
Skills:
Oral and written communication.
Using courtesy and tact when interacting with internal and external customers.
Using call center phone system.
Operating a register and cash handling.
Abilities:
Create and edit policies and desk procedures pertinent to daily job functions.
Advanced knowledge of rules and statutes, and interpret and clarify regulations applicable to Vital Records.
Learn and operate new computer systems and processing equipment.
Work in a fast‑paced, high‑volume office setting dealing with the public.
Provide information using oral and written communication; listen to and interpret information.
Resolve high‑level customer issues and complaints.
Support a diverse multicultural workforce and promote equal opportunity.
Selective Preference(s):
Minimum high school diploma or equivalent.
5+ years of experience in customer service or 3 years in a customer service call center environment.
Pre‑Employment Requirements:
Experience with multiple line telephones, computer and technology preferred.
Must possess a valid Level One fingerprint clearance card pursuant to A.R.S. § 36‑113.
Benefits:
Affordable medical and dental insurance plans.
Paid vacation and sick time.
Paid parental leave—up to 12 weeks per year (pilot program).
10 paid holidays per year.
Wellness program and plans.
Life insurance.
Short‑ and long‑term disability insurance.
Defined retirement plan.
Award‑winning Infant at Work program.
Credit union membership.
Transit subsidy.
ADHS Student Assistance Pilot Program.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542‑1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. All newly hired employees will be subject to E‑Verify Employment Eligibility Verification.
#J-18808-Ljbffr