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Salary: $ 42,500

Grade: 17

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 interpret and comply with statutes, rules, regulations, policies and procedures. Process and secure customer information, cash receipts, certified paper, applications, corrections, amendments, and confidential documents. Provide quality control of the certified paper and certificates to ensure correct certificates are issued and mailed to correct applicants. Assist with the most complex customer service complaints, inquiries and issues that may include specialized instruction, training or certification in specialized areas of expertise. Responsible for training lower level staff and will assist with unit workflow, evaluating, recommending and making changes to work processes and procedures. Has mastered all duties and responsibilities of the Customer Service Representative 3 position for Vital Records.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Provides complete and accurate service to applicants for birth and death certificate requests, amendments,
corrections, adoptions, delayed/presumptive death, putative father 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. Research the various databases to identify a record, order information and or status of an order. Provides a resolution to customer issues.

Provides training to lower level staff on each job function. Assist with unit workflow through evaluating and recommending changes to work processes and procedures. Creates and edits desk procedures as needed.

Interpret and apply statutes, rules, policies and procedures. Provides support to lower level staff that encounter difficult or hostile customers over the phone or in person.

Assist with special projects requiring research, documentation, filing, and organizing.

Other duties as assigned as related to the position (typically 5% - 10%).

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.

Skill 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:
-Create and edit policies and desk procedures that are pertinent to daily job functions.
-Advanced knowledge of rules and statutes and able to Interpret and clarify regulations and statutes applicable to Vital Records.
-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 to and interpret information.
-Resolve high level customer issues and complaints.
- 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, computer and technology preferred.

Must possess a valid level one fingerprint clearance card issues 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, 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 and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute 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.

The State of Arizona is an Equal Opportunity/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.