CUSTOMER SERVICE REPRESENTATIVE 2

Customer Service Representative 2 Job Location: 150 N 18th Ave, Phoenix, AZ 85007 Pay Range: $18.5097 Per Hour 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. Responsibilities include: 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. 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. Skilled 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. Understand 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. Experience with multiple line telephones, computer and technology preferred. Pre-Employment Requirements: Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S. 36-113. Benefits: The State of Arizona provides an excellent comprehensive benefits package including affordable medical and dental insurance plans, paid vacation and sick time, paid parental leave, 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, and ADHS Student Assistance Pilot Program.