Customer Service Representative

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, and offers 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.

Job Location:

150 N 18th Ave, Phoenix, AZ 85007

Posting Details:
Pay Range: $18.50 - $97 per Hour;
Grade: 15

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 and will process and secure customer information, cash receipts, certified paper, applications, and confidential documents, which may include amended or corrected documents.

Will provide entry‑level customer service activities by performing tasks initiated by the general public.

• 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.
  
  Researches the various databases to identify a record, order information and/or status of an order.
• Logs, documents, and files returned mail. Contacts customers to verify address information. Prepares logs, reports, and statements for monthly accounting and archiving. Reviews and approves/disapproves customer applications.
• Applies statutes, rules, policies and procedures.
• Assists with special projects requiring research, documentation, filing, and organizing.
• Other duties as assigned related to the position.

• 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.

• Oral and written communication.
• Use of courtesy and tact when interacting with internal and external customers.
• Use of call center phone system.
• Operating a register and cash handling.

• 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.

• 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, computers and technology preferred.

• Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S. 36‑113.
• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, a valid driver’s license is required.
• All newly hired State employees are subject to…