Customer Service Representative

Position: Customer Service Representative 3
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 $300.00 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 3

Job Location:

Address: 150 N 18th Ave, Phoenix, AZ 85007

This Posting is for Current Internal ADHS Applicants ONLY.

Posting Details:

Salary: $40,500

Grade: 16

Job Summary:

This Posting is for Current Internal ADHS Applicants ONLY.

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. Will provide intermediate level customer service activities by providing assistance to less experienced CSR levels regarding customer service complaints, inquiries and issues. Performs the complete range of agency customer service functions within the work section.

May involve face to face contact with hostile customers. Has mastered all duties and responsibilities of the Customer Service Representative 2 position for Vital Records.

Job Duties:

Provides complete and accurate service to applicants for birth and death certificate requests, amendments, corrections, adoptions 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.

Interpret and 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.

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:

* Intermediate level of knowledge in general rules, regulations, and policies and procedures of 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 and interpret information

* Resolve problems

* Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at…