Customer Service Representative 4

ARIZONA DEPARTMENT OF HEALTH SERVICES

150 N. 18th Ave, Phoenix, AZ 85007

“ Promoting Health and Wellness for all Arizonans” is the motto of the Arizona Department of Health Services (ADHS). ADHS promotes and protects the health of Arizona’s children and adults and sets the standard for personal and community health through direct care, science, public policy and leadership. ADHS is one of the largest departments in Arizona State Government with a budget of $1.5 billion dollars and a workforce of approximately 1600 employees.

Visit our website at http://www.azdhs.gov

Customer Service Representative 4

Bureau of Vital Records

Open until filled

JOB SUMMARY

This position will provide courteous, accurate, and timely customer service to the public of the State of Arizona through the interpretation of and compliance with statutes, rules, regulations, policies and procedures pertaining to the Bureau of Vital Records (OVR) and the assigned program. This position interprets legal documents pertaining to customer applications. This position is also responsible for the processing, handling and security of customer information, cash receipts, certified paper, applications, corrections, amendments, and confidential documents pertaining to the BVR and assigned program.

Responsibilities include:
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Answering telephone calls and giving appropriate guidance and information to the caller to facilitate resolution of the issue.
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Researching the various databases to identify a record, order information and/or status of an order.
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Handling the most complex customer service complaints, responding in a calm and professional manner.
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Interpreting and applying statues, rules, policies and procedures.
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Sorting, reviewing and processing BVR and program requests that customers submit.
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Supporting a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of ADHS, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Requirements:

− Possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks. Must maintain acceptable driving records and must complete any required training (See Arizona Administrative Code R2-10-207.12).

Requires Knowledge Of:
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Customer service techniques, including but not limited to the use of office equipment and computer systems.
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General office procedures and practices.
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Performance management (PM) model and continuous quality improvement (CQI) methods in a public health setting.

Requires Skills In:
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Use of methods in a public health setting
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Phone systems
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Operating register and cash handling
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Good listening, oral and written communication

Requires Ability to:
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Work in a fast-paced high volume office setting dealing with the public
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Learn and operate new computer systems and processing equipment
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Provide information using oral and written communication
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Listen and interpret information
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Problem resolution

Preferred Qualifications:
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Minimum high school diploma or equivalent
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Preference will be given to candidates who are bilingual (English/Spanish)
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Preference will be given to candidates with prior Public Health experience

Benefits

The State of Arizona provides an excellent comprehensive benefits package including:

− Affordable medical, dental, life, and short-term disability insurance plans

− Top-ranked retirement and long-term disability plans

− Accrued vacation pay and sick days

− 10 paid holidays per year

− Deferred compensation plan

− Credit union membership

− Wellness plans

Employment Requirements

Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license checks, must maintain acceptable driving records and must complete any driver training (See Arizona Administrative Code R2-10-207.12).

− Arizona State Government is an EOE/ADA Reasonable Accommodation Employer.

− All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

− Click the APPLY NOW button to submit your application.

Having trouble applying for this position?

Email [email protected] or call 602-542-4700 for assistance.