1740 West Adams Street, Suite 4400

Phoenix, AZ 85007

Hourly: $23.84 - $24.39

Grade: 18

Open Until Business Needs Are Met

Under general supervision of team administrator, supervises the Customer Care team, provides accurate, courteous, and excellent customer service in a timely manner to Arizona Barbering & Cosmetology applicants and licensees, etc. while assuring conformance to all applicable statutes, rules, regulations, policies, and procedures.

Respond to inquiries from the general public on issues resolve problems and questions presented by agency staff; operate a computer for data storage and retrieval; confers with Leaders to determine actions to be taken and to make appropriate decisions for resolution for difficult problems and/or questions.

This position may be available for remote work within Arizona (Wednesdays in the office).

• Supervises Customer Care team, including appropriate management of unit personnel needs, conducting performance appraisals, determining training needs of staff, recommending and implementing goals, objectives, and schedules

• Participate and conduct on-the-job training for new hires; accumulate data and report statistics on various work activities completed in a workday to be incorporated in management reports

• Analyze and research complex, escalated phone calls and emails, to ensure compliance with Arizona Revised Statutes, rules, and regulations

• Call types include licensing, payment, and compliance questions. Provides accurate, high-quality responses to questions and inquiries

• Confer with leaders on problem escalations, assuring full appraisal of unusual transactions and/or daily operations

• Perform research and accurately enter data in the Cosmetology and Barber database(s)

• Answers incoming calls to the Arizona Barbering & Cosmetology Board

Knowledge:

• Supervisory and managerial principles and techniques, including functions such as hiring/separations, promotions, employee development and effective discipline

• Considerable knowledge of Arizona Barbering & Cosmetology Statutes, rules, and regulations

• Business English to include proper sentence structure, grammar, and punctuation

• Determine personnel needs of the units

 • De-escalation techniques

• Problem resolution

• Google Suite

 Skills:

• Proficiency with technology, especially computers, software applications, and phone systems

• Communicating effectively while actively listening to others

• Conveying rules regulations, laws, policies, and procedures

• Responding to customer service complaints/problems

• Applying world-class customer service techniques

• Typing at least 45 words per minute

• Critical thinking and reasoning

Abilities:

• Proficiency with technology, especially computers, software applications, and phone systems

• Communicating effectively while actively listening to others

• Conveying rules regulations, laws, policies, and procedures

• Responding to customer service complaints/problems

• Applying world-class customer service techniques

• Typing at least 45 words per minute

• Critical thinking and reasoning

• Previous call center experience, with a preference for supervisory experience

• 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.

The State of Arizona offers a comprehensive benefits package to include:

• Sick leave

• Retirement plan

• Health and dental insurance

• Vacation with 10 paid holidays per year

• Life insurance and long-term disability insurance

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

• 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)

• Please note, enrollment eligibility will become effective after 27 weeks of employment

If you have any questions please feel free to contact Brian Westerberg at brian.westerberg@azdoa.gov for assistance.