Customer Service Representative 2

SECRETARY OF STATE (DEPT OF STATE)

SECRETARY OF STATE (DEPT OF STATE)

The mission of the Office of the Arizona Secretary of State is to provide services throughout the state to:

Preserve our history

Promote engagement; and

Protect the future

The office strives to achieve this mission by being trusted, accessible, innovative, and secure

Customer Service Representative 2

Job Location:

Address: 1700 W. Washington St., Phoenix, AZ 85007

Posting Details:

Salary: 20.00

Grade: 15

Job Summary:

The Business Services Representative performs journey level customer service activities by performing tasks initiated by the general public through telephone, mail, or in-person. The position processes documents for the following items filed with the Secretary of State's office including but not limited to:

* Notary Applications, Renewals, Cancellations, and Complaints

* UCC Filings

* Trade names

* Trademarks

* Apostilles

* Advance Directives

* Athlete Agents

* Partnerships

* Telephonic Sellers

Position may require the use of discretion when releasing pertinent information; solving difficult customer service complaints/problems; conducting research, compiling information, and analyzing policies and procedures to resolve customer issues. Duties may include periodically adding money receipts and reconciling cash against known figures for verification.

Job Duties:

Data Processing/Data Entry

Phone Calls/Customer Interaction

Filing, Scanning, and Document Retention

Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

* Applicable program rules, regulations, policies and procedures, systems, and relevant statutes

* Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

* The structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

* Administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology.

* Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skill in:

* Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

* Talking to others to convey information effectively.

* Actively looking for ways to help people.

* Understanding written sentences and paragraphs in work related documents.

* Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Ability to:

* Perform routine tasks while maintaining focused and watching out for anomalies

* Type 30 words per minute

* Mutli-task

* Establish and maintain effective working relationships

* 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):

Spanish Speaking

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver's License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Contact Us:

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.