Customer Service Representative

YOU MUST APPLY TO THIS LINK TO BE CONSIDERED:

The Division of Aging and Adult Services seeks an experienced and highly motivated individual to join our team as a Hotline Support Senior Associate. DAAS supports at-risk Arizonans to meet their basic needs and to live safely, with dignity and independence. Services and programs reach a diverse population of Arizonans.

Essential Duties and Responsibilities include but are not limited to:

• Provide excellent customer service by actively monitoring call volume and resource availability. Answer report line calls and review internet reports received from the public, gather sufficient information, assess potential risk to vulnerable or incapacitated adults and process reported information containing allegations in accordance with all applicable federal and state statutes, administrative rules, policies and procedures and intake tools.
• Document reported information into client information system. Open reports, assign response priority and route to district/field offices for assignment. Send correspondence to reporting sources. Adjusts priorities to provide excellent customer service. Utilize resources to determine accurate information for APS reports applying relevant statutes.
• Consult with supervisor regarding report criteria and priority decisions. Respond to inquiries received from law enforcement or first responders call line and make contact to report emergency situations when necessary. Prepare and send cross reports to stakeholder agencies and departments when appropriate for community services and assistance.
• Serve as team lead to less experienced staff providing assistance, mentoring, guidance, instruction and answering questions regarding complex or unusual complaints, allegations, inquiries, and issues received within call center operations.
• Respond to callers from the general information line seeking resources for services and referral information for vulnerable and elderly individuals as well as general information.

Knowledge of:

• In-bound call center and database systems.
• Federal and state statutes, DES/DAAS regulations, policies and procedures related to reporting of vulnerable adult maltreatment.
• State’s adult protection system including reporting, investigation, and protective services.
• Proper grammar, spelling, and sentence structure.
• Office and administrative procedures.
• File management and records.

Skill in:

• Oral and written communication including customer service and interviewing techniques.
• Time management and organization.
• Leading and encouraging staff.
• Accurately inputting information and critical thinking.
• Using a variety of computer software packages (e.g., Excel, Word, Google Suite, etc.) and office equipment (e.g., fax, copier, telephone system).

Ability to:

• Interview, elicit and gather information and ask appropriate questions.
• Write clear, concise, and accurate reports.
• Quickly assess, prioritize, and process reports as they are received in high volumes.
• Effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques.
• Interact in a sensitive and respectful manner during public contact and interactions with colleagues.

The ideal candidate for this position will have:

• 3 years' experience in a customer service call center environment (e.g., in-bound or out-bound automated call centers); OR - 1 year as a Customer Service Representative 2 working in an automated call center in AZ state government.

YOU MUST APPLY TO THIS LINK TO BE CONSIDERED: