Customer Service Representative

State of Arizona; Phoenix (AZ); On-site; USD 23,000 - 32,000; Full time

Job summary

The State of Arizona's Secretary of State Office is seeking a Customer Service Representative to handle inquiries via phone, email, and in person. You will provide information on election laws, rules, and procedures, and direct customers to the appropriate staff.

You will deliver accurate responses, maintain voter and customer information security, and prioritize tasks while offering excellent service in a fast-paced environment.

Qualifications

• Knowledge of office professionalism and Arizona election processes.
• Ability to interpret rules and regulations.
• Excellent communication and customer service skills.

Responsibilities

• Interact with the public, candidates, and officials on complex or sensitive issues via telephone, email or in person.
• Explain election-related information to the public desiring to participate in the election process.
• Assist candidates and officials by directing them to the appropriate staff member.
• Input latent PDF reports into Lobbyist system.

Skills

Oral communications

Written communications

Interpersonal skills

Customer service

Problem solving

Tools

MS Office

Job description

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

Job Location:

Address: 1700 W. Washington St. Phoenix, AZ 85007

Posting Details

Salary: 20.00

Grade: 4

This position is a short-term temporary assignment for 3-6 months.

Job Summary:

A Customer Service Representative with the Secretary of State office exercises judgment within established guidelines to perform entry level customer service activities by performing tasks related to answering customer inquiries received via telephone, e-mail, in-person or other methods of communications. Customers may include members of the public, federal/state/county and local officials or members of the regulated community (i.e. other government agencies, corporations and organizations).

Primary duties include interaction with customers to provide related information relating to laws/statutes, rules, regulations, policies and procedures.

This position is responsible for providing exemplary customer service; for providing accurate information; for drafting correspondence; for accuracy and timeliness of work products; for correctly interpreting rules and regulations; for the security of voter and customer information; for applying adequate problem solving techniques and methods; for disseminating information within guidelines; to solve customer service problems; and to prioritize tasks within provided parameters.

This position is temporary and subject to funding availability.

Job Duties:

Interact with the public, candidates or federal/state/county and local officials on a variety of complex or sensitive issues. Act as a primary customer service representative via telephone and e-mail. Explain election-related information to the public desiring to participate in the election process. Assist candidates and federal/state/county and local officials by directing them to the appropriate staff member.

Data Entry: Inputting latent PDF reports in Lobbyist system

Knowledge, Skills & Abilities (KSAs)

Knowledge

• Knowledge of basic office professionalism.
• Knowledge of Arizona election processes, policy, government and laws.
• Knowledge of computers or other resources necessary to conduct research, review materials, edit or create documents and organize electronic files.

Skills

• Excellent oral, written and interpersonal communications
• Customer service, critical thinking and problem-solving skills that follow established procedures, rules and policies.
• Skill in active listening.
• Skill in basic computer navigation.
• Skill in basic Microsoft Office programs (i.e. Outlook and Word).

Abilities

• Ability to adapt to change in procedures and responsibilities.
• Ability to be detailed-oriented.
• Ability to prioritize multiple tasks and assignments.
• Ability to follow-through with tasks.
• Ability to remain objective and non-partisan while serving in the position.
• Promote a positive work environment that contributes to the overall success of the Agency.

Pre-Employment Requirements

Valid AZ driver's license or state picture ID

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).

Contact Us:

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.