Customer Service Representative

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.

1700 W. Washington St., Phoenix, AZ 85007

Salary: 20.00
Grade: 4

A Customer Service Representative 2 with the Elections Division of the Secretary of State's Office exercises judgment within established guidelines to perform journey level customer service activities by answering customer inquiries received via telephone, in person, via email, or other communications. Customers may include members of the public, county and local officials, or members of the regulated community. Primary duties include interaction with customers to provide information relating to rules, regulations, laws, policies and procedures.

Secondary duties may include drafting correspondence, proofing election-related documents, handbooks and pamphlets, compiling statistics, data entry, resolving complaints, and assisting in keeping the office compliant with federal and state election laws. This position is responsible for providing excellent customer service; for accuracy and timeliness of work products; for correctly interpreting rules and regulations; for the security of voter and customer information;

for applying adequate problem-solving techniques and methods; disseminating information within guidelines; to solve customer service problems, and; to prioritize assigned tasks within parameters.

Interact with citizens, candidates, or county and local officials on a variety of complex or sensitive issues. Act as primary customer service representative via telephone and email. Explain election related information to citizens desiring to participate in the election process. Explain election related requirements to potential candidates (e.g., qualifications, filing dates, filing requirements or other regulations). Assist county and municipal election officials with election related inquiries and requirements.
Research election related topics, compile information, and analyze policies and procedures for various Secretary of State publications. Interact with management and staff on a variety of complex or sensitive issues. Conduct and prepare a variety of research projects alongside management and staff, including, but not limited to the production of Office handbooks.
Assist with the master election calendar for each election cycle, including researching relevant election dates, events, and statutory and constitutional duties across jurisdictions.
Other duties as assigned related to the position (typically 5% - 10%).

• Basic knowledge of Arizona elections, state government and duties of Secretary of State.
• Knowledge of computer hardware and software or other resources necessary to conduct research, review materials, edit or create documents, and organize electronic files.

• Excellent oral, written, and interpersonal communications.
• Customer service and problem-solving skills that follow established procedures, rules and policies.
• Skilled in transcribing, creating, editing and summarizing meeting minutes.
• Can set and achieve realistic yet ambitious goals.

• Adaptive to change in procedures or responsibilities.
• Promote a positive work environment that contributes to overall success of the Agency.
• Interpret and apply Agency and Election Div. procedures and policies.
• Prioritize multiple tasks and assignments.
• Can initiate and complete tasks without close supervision or instruction.
• Can advise team members in resolving customer service issues.

• Valid Arizona Driver License.

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

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