Call Center Representative 3

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:

Address:  1600 W. Monroe Street, Phoenix, AZ 85007

Posting Details:

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

Grade: 16

Closing Date: Open Until Filled

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.

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 Duties:  Job Description - Call Center Representative 3.pdf

Check out the attached job description for more details!

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
-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 and Education Verification
-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:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting the HR Talent Team. Requests should be made as early as possible to allow time to arrange the accommodation.

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

If you have any questions, please contact the ADOR HR Talent Team at talentgroup@azdor.gov for assistance.

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