Job Description

Posting title*

Phoenix, AZ - Business Operations - AZDES - Office of Inspector General (OIG) - Customer Service

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Position Location

rate or with more than the approved markup will be rejected. Final bill rate may be negotiated by the agency.
Tentative start date will be dependent upon interviews conducted, onboarding completed, and the state agency issuing a PO.
HireRight must be used for Background Checks and Drug Screenings
Local Only Candidates - Resumes must specify the current location of the candidate, all those who do not state current location will not be considered. - AS A REMINDER - Candidates must be local at time of submission, and available for in person interviews within 1 week of the posting close date. Candidates must also be able to start within 2 weeks of an offer being made.

Job Description:

This is challenging work, but we have a 98% employee retention rate because this a great place to work at. We offer training, support, and wonderful benefits for those that go from contractor to employee.

Must have skills: Accuracy while typing, experience with using computers, customer service skills.
Basic secretarial, legal support, or customer service skills are preferred for working in a professional office. The CSR's are required to communicate with attorneys, legal support staff, members of the public and state agency personnel.

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.

Required S/K/As:
- 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 to be onsite Monday-Friday 8AM-5PM at 2200 N Central Ave, Suite 100, Phoenix, AZ 85004.

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