Customer Service Representative
Pay: $17.10 per hour (Weekly Pay)
Location: Phoenix, Arizona 85004
Schedule Details: Monday - Friday | 8 AM - 5 PM
Job Description
We are seeking a detail-oriented and professional Customer Service Specialist to join a State of Arizona department. In this role, you will serve as the first point of contact for callers and visitors, providing accurate information and support related to case and hearing inquiries.
The ideal candidate has strong communication skills, experience in office or customer service environments, and the ability to handle sensitive information with discretion. This position requires excellent multitasking, data entry accuracy, and the ability to navigate multiple systems while delivering high-quality service to internal and external stakeholders.
Responsibilities
Customer service experience is preferred in one or more of the following areas: office experience, relevant legal experience, or customer service on phones and in person.
- Answers main phone lines, screens incoming calls, initial contact to meet/greet callers or walk-ins, routes calls accurately and timely.
- Registers parties for hearings with names, phone numbers and time of call.
- Elevates higher level case inquiries and other requests to Docket Officer paralegals, Supervisors, or Administrative Law Judges.
- Communicates verbally and/or in writing with appropriate personnel re: case/hearing status.
- Responds to status of appeals calls from internal and external customers and processes requests.
- Performs research in multiple databases to respond to questions regarding status of case
- Performs data entry in case management system to document information and conversations with callers, coworkers, supervisors
- Performs secretarial tasks such as processing mail and faxes, word processing decisions and making copies of electronic records and digital recordings.
Knowledge, Skills, and Abilities
- Microsoft Office Programs
- Concepts of professional conduct.
- Customer service techniques
- Confidentiality and ethical guidelines for professional conduct and protecting customer information.
- Strong interpersonal communication and effective decision-making capabilities
- Professional and effective verbal and written communication in order to establish and maintain interactions with internal and external customers
- Operation of keyboard and other office equipment (e.g. PC, scanner, fax, etc.)
- Use of personal computer with multiple programs running simultaneously
- Perform, repetitive, detailed work with a very high level of accuracy
- Handle diverse and upset customers with tact and diplomacy
- Sit uninterrupted for prolonged periods of time
- Research data using the case tracking system
Required Skills / Qualifications
- High School Diploma or GED
- 2+ Years in an office Customer Service role
- Accuracy while typing
- Experience with using computers
- In office Customer Service
- Basic secretarial, legal support, or customer service skills
- Required to communicate with attorneys, legal support staff, members of the public and state agency personnel.
