Customer Service Representative II

SECRETARY OF STATE (DEPT OF STATE) SECRETARY OF STATE (DEPT OF STATE) The mission of the Office of the Arizona Secretary of State is to provide services throughout the state to: Preserve our history Promote engagement; and Protect the future The office strives to achieve this mission by being trusted, accessible, innovative, and secure Customer Service Representative II Job Location: Address: 1700 W. Washington St. | Phoenix, AZ 85007 Posting Details: Salary: 20.00 Grade: 15 Temporary Position Job Summary: The Business Services Representative performs journey level customer service activities by performing tasks initiated by the general public through telephone, e-mail, mail, or in-person. The position processes documents for the following items filed with the Secretary of State's office including but not limited to: • Notary Applications, Renewals, Cancellations and Complaints • UCC Filings • Trade Names • Trademarks • Apostilles • Partnerships • Telephonic Sellers • Veterans' Charities • Public Records Requests Position may require the use of discretion when releasing pertinent information; solving difficult customer service complaints/problems; conducting research, compiling information, and analyzing policies and procedures to resolve customer issues. Duties may include periodically adding money receipts and reconciling cash against known figures for verification. This position is available for remote work on a full-time basis within Arizona (including virtual office arrangements). OR This position may be available for remote work within Arizona (# days per week in the office/hoteling). OR This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures. 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. Job Duties: Data Processing and Data Entry Phone Calls and other Customer Interactions (including case research and resolution) Filing, Scanning and Document Retention Payment Processing; and Reconciliation of Receipts and Cash Other duties as assigned as related to the position (typically 5% - 10%) Knowledge, Skills & Abilities (KSAs): Knowledge of: • Applicable program rules, regulations, policies and procedures, systems, and relevant statutes • Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • The structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. • Administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology. Skill in: • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. • Talking to others to convey information effectively. • Actively looking for ways to help people. • Understanding written sentences and paragraphs in work related documents. • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. • Maintain keen constituent servicing etiquette. Ability to: • Perform routine tasks while maintaining focus and watching out for anomalies. • Type 30 words per minute • Multi-task on high profile casework while surrounded by a busy work environment. • Establish and maintain professional and effective working relationships with colleagues and the public. • 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. • Respectfully interact and service the diversity of customers found in our community. Selective Preference(s): Great Communication Bilingual is a plus. Experience in a fast-paced environment. Pre-Employment Requirements: Valid Arizona driver's license. Benefits: Retirement: Contact Us: The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.