AZ STATE LAND DEPARTMENT

Address:  1110 West Washington Street, Suite 510
Phoenix, Arizona, 85007

Hourly Rate: $18-$21 

Grade: 16

Closing Date: Open Until Business Needs Are Met

Under the direction and guidance of the Administrative Procedures & Information Section (APIS) Manager, the Customer Service Representative 3 has direct responsibility in the management and production of the agency's public records and performs senior level customer service activities (in person, via email, and by telephone). This position is also responsible for maintaining the Department’s filing system including retrieval, filing, file conversion, redacting and scanning. Attention to detail is a fundamentally important aspect of this job.

This position serves as the first point of contact at the public records counter or reception/mailroom and over the phone.

This position is an on-site position with no teleworking options. The hours for this position are 8:00 a.m. to 5:00 p.m., Monday through Friday.

Answer and adjudicate general information and document inquiries received from the Department’s main phone line, web, and email. Assist walk-in customers and staff in researching records via the Department's computer and filing systems. Assist with public record requests, search for responsive materials using manual and electronic systems, redact documents as necessary and ensure production to requestor. Assist customers in locating, printing, and purchasing Maps and Recreational Permits. Serve as "Cashier" for walk-in transactions and payments.

Prepare documents for scanning, filing, and retention. Maintain the Department’s file inventory by updating electronic systems with file location and box manifest. Retrieve files and boxes from central files and retention for customers and inventory. Gather and prepare cancelled files for transfer to retention. Be a team resource to answer procedural or system related questions and help develop desk level procedures for researching and resolving discrepancies.

Receive, sort, and distribute the Department’s in-coming mail & deliveries. Collect, sort, meter, and mail the Department’s out-going mail. Print, envelope & mail invoices with direction from the Accounting Section. Receive all goods & services physically and into the Arizona Procurement Portal (APP), with direction from the Accounting Section. Process address changes from returned mail and customer requests. Deliver deposits to Treasurer's office and retrieve warrants as necessary.

Apply the principles, theories, and concepts of the Arizona Management System; actively participating in daily group huddles and huddle board updates; continually identifying areas for process and quality improvement; adhering to established standard work and procedures.

Other duties as assigned as related to the position.

Knowledge
• Appropriate use of grammar, punctuation, and formatting of various business documents.
• Professional office management practices and procedures
• Record retention requirements and restrictions
• Filing and scanning practices and associated software
• Redaction procedures and associated software
• Public record laws
• Rules and statutes
• Land legal descriptions - how to read and how to write them
• Land title research methods

Skills
• Typing and performing detailed and complex work with accuracy and speed
• Answering routine questions from the public in person, via email, and by telephone
• Excellent oral and written communication
• Excellent organizational skills
• Workload management
• File organization
• Data entry
• Basic math and cash handling skills
• Proficiency using computer software/programs (i.e., PDF, Microsoft Office Suite and Google Suite, Salesforce)
• Understanding title documents and their meaning
• Conducting land title search
• Conducting computerized current and historical land records research

Abilities
• Ability to interact positively with customers particularly while deescalating situations
• Ability to maintain the highest level of confidentiality
• Maintain a positive attitude and contribute constructively to staff morale
• Establish and maintain effective working relationship with personnel, public, and lessees
• Articulate thoughts effectively
• Compose various documents with minimal supervision (i.e., letters and memos)
• Ability to change priorities quickly and multitask
• Learn and seek training in the research of historical and current computer data and documentation
• Safely lift up to 40 pounds in order to accomplish work assignments
• Ability to bend, stretch, stoop, and reach

• A minimum of 3 years of prior customer service experience in a high-volume environment, interacting with customers in person, via email, and by telephone.
• Some college coursework preferred - studies in general business, business communications, and office procedures/records management.

This position requires occasional driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

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: Driver’s License Requirements.

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

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
● 10 paid holidays per year
● Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
● Sick time accrued at 3.70 hours bi-weekly
● Deferred compensation plan
● Wellness plans

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Positions in this classification participate in the Arizona State Retirement System (ASRS).
• Participation is a mandatory condition of employment for all employees who meet the eligibility and membership criteria as defined in statute.
• Enrollment eligibility will become effective after 27 weeks of employment
• The current contribution rate is 12.27%

If you have trouble applying for this position, please email HRIShelpdesk@azdoa.gov for assistance.
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting ASLD Human Resources at 602-542-2629. Requests should be made as early as possible to allow time to arrange the accommodation.

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