What are the responsibilities and job description for the Call Center Representative 3 position at Arizona Department of Administration?

Call Center Representative 3

Job No : 531940

Work Type : Full-time

Location : REMOTE OPTIONS, PHOENIX

Categories : Administrative Support / Customer Service

ARIZONA DEPARTMENT OF REVENUE

Funding Arizona's future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress. Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.

Call Center Representative 3

Job Location :

1600 W. Monroe Street, Phoenix, AZ 85007

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.

Posting Details :

Salary : $19.2308 / hour (annualized at $40,000)

Grade : 16

Closing Date : Open Until Filled

Job Summary :

The Call Center Representative 3 represents the agency to Arizona's taxpayers by answering all incoming calls in a professional and courteous manner, while demonstrating active listening, addressing issues and inquiries, and assisting to de-escalate upset taxpayers. This position performs work in accordance with standard work and towards achieving all call center metrics including Calls Per Day (CPD), Average Handle Time (AHT), Quality Assurance Scores, First Call Resolution (FCR), and Voice of the Customer (VOC), as outlined.

Job Requirements :

Education & Experience

Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to : a High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment
Minimum of one year related experience

Licenses & Certifications

None required

Knowledge / Understanding

Knowledge of principles and processes for providing customer and personal services

Skills

Strong verbal, written, and listening communication skills

Strong service-centric orientation in the delivery of support and services to taxpayers

Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations

Strong interpersonal skills and demeanor

Proficient in the use of a PC / laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive

Proficient in the use of tax reporting systems

Skilled in the customer service technique of conflict de-escalation and resolution

Abilities

Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety

Ability to work with a high degree of autonomy and also participate collaboratively as part of a team

Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner

Ability to apply customer service principles, practices and theories to real work business challenges.

Ability to understand and solve problems by applying basic analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.

Ability to learn and apply LEAN concepts, principles, and tools

Willingness and ability to embody ADOR's core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Additional Job Demands

This position functions in a standard office environment :

In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and / or up to 10 pounds of force frequently, and / or a negligible amount of force constantly to move objects.

No substantial exposure to adverse environmental conditions.

Selective Preference(s) :

Experience with Continuous Improvement, Six Sigma and / or LEAN

Previous experience in customer service emphasizing on professionally and courteously serving customers in a fast paced environment

Bilingual in English and Spanish

Pre-Employment Requirements :

The final candidate will be required to abide by the the following pre-employment checks :

Employment Verification and Reference Checks

State and Federal Criminal Background Check, including fingerprinting

Arizona Tax Filing Records Check

If applicable, ASEDRA Authorized Driver Identification Check

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

Benefits :

The State of Arizona provides a world class comprehensive benefits package including :

Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave

Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster / adopted child (pilot program)

A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options

Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education

Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities

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

Retirement :

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at : https : / / www.azasrs.gov / content / new-and-prospective-members.

Contact Us :

The State of Arizona is an Equal Opportunity / Reasonable Accommodation Employer. If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at talentgroup@azdor.gov.

Advertised : 20 Feb 2025 US Mountain Standard Time

Applications close :

Salary : $5,250 - $40,000

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