Arizona Department of Health Services
CUSTOMER SERVICE REPRESENTATIVE 2
Arizona Department of Health Services, Phoenix, Arizona, United States, 85003
DEPT OF HEALTH SERVICES
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.
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.
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 comply with statutes, rules, regulations, policies and procedures. Process and secure customer information, cash receipts, certified paper, applications, and confidential documents, may include amended or corrected documents. Will provide entry level customer service activities by performing tasks initiated by the general public.
Job Duties
Provides complete and accurate service to applicants for birth and death certificate requests, amendments, corrections 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.
Log, document, and file returned mail. Contact customers to verify address information.
Prepare logs, reports, and statements for monthly accounting and archiving.
Review and approve/disapprove customer applications.
Apply statutes, rules, policies and procedures.
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
Learn general rules, regulations, and policies and procedures of Vital Records.
Work in a fast-paced high volume office setting dealing with the public.
Provide information using oral and written communication.
Understands written sentences and paragraphs in work related documents.
Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.
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 issues 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 paid leave for newborn or newly-placed foster/adopted child (pilot program).
10 paid holidays per year
Wellness program and plans
Life insurance
Short/long-term disability insurance
Defined retirement plan
Award winning Infant at Work program
Credit union membership
Transit subsidy
ADHS Student Assistance Pilot Program
By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.
Retirement To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.
Contact Us 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. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
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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.
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 comply with statutes, rules, regulations, policies and procedures. Process and secure customer information, cash receipts, certified paper, applications, and confidential documents, may include amended or corrected documents. Will provide entry level customer service activities by performing tasks initiated by the general public.
Job Duties
Provides complete and accurate service to applicants for birth and death certificate requests, amendments, corrections 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.
Log, document, and file returned mail. Contact customers to verify address information.
Prepare logs, reports, and statements for monthly accounting and archiving.
Review and approve/disapprove customer applications.
Apply statutes, rules, policies and procedures.
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
Learn general rules, regulations, and policies and procedures of Vital Records.
Work in a fast-paced high volume office setting dealing with the public.
Provide information using oral and written communication.
Understands written sentences and paragraphs in work related documents.
Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.
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 issues 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 paid leave for newborn or newly-placed foster/adopted child (pilot program).
10 paid holidays per year
Wellness program and plans
Life insurance
Short/long-term disability insurance
Defined retirement plan
Award winning Infant at Work program
Credit union membership
Transit subsidy
ADHS Student Assistance Pilot Program
By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.
Retirement To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.
Contact Us 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. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
#J-18808-Ljbffr