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Check with seller CUSTOMER SERVICE REPRESENTATIVE 4 [Vital Records] Phoenix

Published date: April 3, 2022
  • Location: Phoenix, Arizona, United States

This position provides courteous, accurate, and timely customer service to the public of the State of Arizona while answering calls using the BVR and Medical Marijuana Patient Registry Program call center system.

Job Duties:
Providing complete and accurate service to applicants for birth and death certificate requests as well as Medical Marijuana applicants through the quality review and shipment of records and cards to applicants
Ensuring all mail is enveloped and properly secured each day
Sorting, opening and reviewing incoming mail and distributing to appropriate area.
Answering telephone calls and giving appropriate guidance and information to the caller to facilitate resolution of the issue
Researching the various databases to identify a record, order information and or status of an order
Logging, documenting, and filing returned mail
Contacting customers to verify address information
Preparing logs, reports, and statements for monthly accounting and archiving
Reviewing and approving/disapproving customer applications
Interpreting and applying statutes, rules, policies and procedures
Assisting with special projects requiring research, documentation, filing, and organizing.

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

Skills 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 the OVR and the Medical Marijuana Patient Registry Program
Learn and operate new computer systems and processing equipment
Work in a fast-paced high volume office setting dealing with the public
Provide information using oral and written communication
Listen and interpret information
Resolve problems
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):
The ideal candidate will have:
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:
Driving is required for State Business.

  • Employees who drive on state business require possession of and the 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 R2-10-207.11).
  • Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S.41-1758.07 or must apply for a level one fingerprint clearance card within seven working days after beginning employment. You will be required to pay an $8.25 fee for fingerprint screening. If hired, you will be able to request reimbursement of the $8.25.
The State of Arizona provides an excellent comprehensive benefits package including:
Affordable medical and dental insurance plans
Paid vacation and sick time
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
ADHS Student Assistance Pilot Program

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

Contact Us:
Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

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