Chief People Office :


Job Information
Job Title:  Customer Service Representative 4 
Job Reference ID:  59279 
Grade:  17 
Posted Date:  10/16/2020 
Close Date:   
Job Description


 Promoting Health and Wellness for all Arizonans”

Customer Service Representative 4

Division of Licensing / Bureau of Special Licensing

Location: 150 N. 18th Ave. Phoenix, AZ 85007


COME WORK WITH US!  The Arizona Department of Health Services is hiring passionate and dedicated individuals looking to make a difference in the public health industry.  We offer a robust benefit package, including the ADHS Student Loan Assistance Pilot Program, where eligible employees can receive up to $200 per month for their outstanding student loans.  Come check us out and see how you can make a difference in the lives of all Arizonans.


To learn more about ADHS CLICK HERE



This position supports the Bureau of Special Licensing by performing high level customer service activities. The Bureau issues state licenses for over 17,000 professionals and facilities. The successful candidate will provide courteous, accurate, and timely, customer service to the public of the State of Arizona through the understanding of the compliance with statutes, rules and regulations, policies and procedures pertaining to the Bureau of Special Licensing. This position is responsible for the processing and security of customer information, receipts, certified paper, applications, corrections, amendments, and confidential documents pertaining to the Public Health Licensing Services. The role also involves researching information on multiple databases, collecting fees, recording transactions and other information in electronic systems. This position will participate in answering a high volume of customer calls and responding to email communication providing direction and assistance to each customer in a timely and professional manner. This entails managing the most complex customer service complaints, inquiries, and issues that may include specialized instructions. The position may train new support staff within the Bureau and will serve as back up for the Customer Service Supervisor. Additionally, other administrative duties and/or special projects may be assigned by the supervisor.



What will I be doing in this job?

-Processing initial and renewal applications

-Answering telephone calls/emails and give appropriate specialized guidance and information to the customer and facilitate resolution of the issue.

-Research the various databases to identify a record, order information, and status of documents.

-Handling complex customers in a calm, professional manner and interpret/apply statuses, rules, policy and procedures as appropriate to the job function.

-May evaluate and recommend changes to processes and procedures.

-Sort, review, and process all mail and requests that customers send through the mail and electronically. This includes updating databases related to licensing applications.

-Providing administrative duties and/or clerical support for special projects as assigned by the supervisor to include serving as a back up supervisor and training other staff members.

-Preparing documents for public record request- ensuring documents are redacted and the request is inclusive of the documents requested.

-Other duties as assigned as they are related to the position.


What does this job require?

-Experience with Customer service techniques

-Knowledgeable in the use of office equipment and computer systems and general office procedures and practices.

-Knowledge of Performance Management (PM), and Continuous Quality Improvement (CQI), and Lean methodologies.

-Skilled in oral and written communication- using courtesy and tact when interacting with internal and external customers.

-Skilled in the use of call center phone system.

-Experience in operating a cash register and cash/money handling.

-Possess the ability to learn general rules, regulations, and policies and procedures of the OVR and the Medical Marijuana Patient Registry Program.

-Ability to learn and operate new computer systems and processing equipment.

-Working in a fast-paced, high volume office environment and dealing with the public.

-Listening/interpreting information as well as resolve problems.

-Supporting a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creating an inclusive work environment that enables all individuals to perform to their fullest potential and free from discrimination.



Licenses and Certifications?

Driving is required for State Business.

-          Employees who drive on state business require possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment.  Employees who drive on state business are subject to driver’s license checks, must maintain acceptable driving records and must complete any driver training (See Arizona Administrative Code R2-10-207.11).


To submit your resume click the APPLY NOW button below


The State of Arizona provides an excellent comprehensive benefits package including:


-  Affordable medical and dental insurance plans

-   Paid vacation and sick time

-   10 paid holidays per year

-   Wellness program and plans

-   Life insurance

-   Short/long-term disability insurance


-  Defined retirement plan 

-  Award winning Infant at Work program

-  Credit union membership

-  Transit subsidy

-  ADHS Student Assistance Pilot Program


CLICK HERE for more information on State benefits



ADHS Mission

To promote, protect and improve the health and wellness of individuals and communities in Arizona.


ADHS Vision

Health and Wellness for all Arizonians



All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results. State employees are highly engaged, collaborative and embrace a culture of public service.


Arizona State Government is an EOE/ADA Reasonable Accommodation Employer.


Having trouble applying for this position?

Email [email protected] or call 602-542-4700 for assistance.


Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $0.00-32,000.00 


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