CUSTOMER SERVICE REPRESENTATIVE II
Job Location:
1740 West Adams Street
Phoenix, Arizona 85007
Posting Details:
Hourly Pay Rate: $18.50
Grade: 15
This position will remain open until business needs are met
Job Summary:
This position will be responsible for answering and handling general information calls to the Arizona Barbering & Cosmetology Board. Call types include licensing, payment, and compliance questions.
This position may be available for remote work within Arizona (1 day per week in the office/hoteling, Wednesdays).
Job Duties:
• Perform research and accurately enters data in the Cosmetology and Barber database
• Consults with leaders to ensure information provided to callers is accurate
• Answers incoming calls to the Arizona Barbering & Cosmetology Board
• Provides accurate, high quality responses to questions and inquiries
• Call types include licensing, payment, and compliance questions
Knowledge, Skills & Abilities (KSAs):
Knowledge of:
• Business English to include proper sentence structure, grammar and punctuation
• Knowledge of Arizona Barbering & Cosmetology Statutes, rules, and regulations
• De-escalation techniques
• Problem resolution
• Google Suite
Skills in:
• Proficiency with technology, especially computers, software applications, and phone systems
• Communicating effectively while actively listening to others
• Conveying rules regulations, laws, policies, and procedures
• Responding to customer service complaints/problems
• Applying world class customer service techniques
• Typing at least 45 words per minute
• Critical thinking and reasoning
Ability to:
• Work in a busy call center environment with time constraints, high call volumes, and stressful conditions
• Perform phone interview while simultaneously inputting information into a database
• Resolve difficult customer service complaints/problems
• Accept responsibility for work product and outcomes
• Maintain a professional demeanor at all times
• Sit for long periods of time
Selective Preference(s):
• Previous call center experience
Benefits:
The State of Arizona offers a comprehensive benefits package to include:
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
• Life insurance and long-term disability insurance
• Vacation with 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Sick leave
• 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:
• Positions in this classification participate in the Arizona State Retirement System (ASRS)
• Please note, enrollment eligibility will become effective after 27 weeks of employment
Contact Us:
• If you have any questions please feel free to contact Lakesha Coleman at lcoleman@bcb.az.gov for assistance.
