Customer Service Representative IV
Customer Service Representative IV
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Job Description
ARIZONA BOARD OF NURSING
The mission of the Arizona State Board of Nursing is to protect and promote the welfare of public by ensuring that each person holding a nursing license or certificate is competent to practice safely. The Board fulfills its mission through the regulation of the practice of nursing and the approval of nursing education programs. The mission derived from the Nursing Practice Act supersedes the interest of any individual the nursing profession or any special interest group.
CUSTOMER SERVICE REPRESENTATIVE IV
*This position will be inoffice only*
1740 West Adams Street Suite 200
Phoenix Arizona 85007
Hourly Pay Range: $15.34 $21.50
Grade: 17
This position will remain open until filled
Performs senior level or lead customer service activities. The CSR 4 handles the most complex customer service complaints inquires and issues.
Performs the complete range of agency customer service functions within the work section. May be responsible for training staff and monitoring work flow within the agency.
Provide customer service in person by written correspondence and over the phone to licensees applicants and the general public. Perform licensing and registration functions and a complete range of agency customer service functions.
Provide technical assistance and procedural guidance to CNA LNA CMA LP RN and AP applicants/ licensees. Issue CNA/LNA/CMA licenses/certificates process name/address changes and license status changes.
Review all documents submitted in regards to a license to ensure all requirements are met prior to issuing the license.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. Thoroughly and efficiently gather customer information access and fulfill customer needs educate the customer where applicable to prevent the need for future contacts and document all interactions
Provide information to customers in response to inquiries about licensing certifications and other Board program areas. Review and process applications and payments. Explain how to use the State and National websites for renewals verification of license certification and status information and solve customer service application issues
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience. Participate in process improvement projects by lending expertise and assistance to promoting and implementing initiatives to improve business process
Other duties as assigned as related to the position
Knowledge:
2 years of experience in a customer service call center required
Skill:
Experience with multi line telephones online ticketing systems and personal computers
Ability:
Ability to work well with others; think critically to formulate customersolutions to complex issues
Driving Requirements:
Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R210207.12.
Requires possession of and ability to retain a current valid stateissued drivers license appropriate to the assignment
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:Drivers License Requirements.
The State of Arizona offers a comprehensive benefits package to include:
Optional employee benefits include shortterm disability insurance deferred compensation plans and supplemental life insurance
Life insurance and longterm disability insurance
Vacation plus 10 paid holidays per year
Health and dental insurance
Retirement plan
Sick leave
Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page
Positions in this classification participate in the Arizona State Retirement System (ASRS)
Note that enrollment eligibility will become effective after 27 weeks of employment
If you have any questions please feel free to contact Shawn McConnell at for assistance
Required Experience:
Unclear Seniority
Employment Type
Full-Time
