• Phoenix, Arizona 85007
• Salary: $35000 - $41000 per year
• Full time Contract

Requisition Id: #7495

• 20% - Providing customer service, including handling/resolving or referring agency complaints and inquiries related to the Department's areas of regulation & enforcement, as well as managing reception duties, such as greeting visitors and answering calls.
• 20% - Processing mail and documents, including certified mail, faxes, and deliveries
• 15% - Keeping a record of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken. Escalating inquiries and complaints as needed.
• 10% - Handling financial processing, such as logging incoming checks and receipting in Arizona's Procurement Portal.
• 10% - Providing phone coverage and/or assisting with administrative tasks that do not require in-office presence when working remotely.
• 5% - Reserving and managing conference room bookings for meetings and events, as well as notifying relevant staff when visitors or security personnel require access to the office.
• 5% - Providing administrative & leadership support.
• 5% - Maintaining and updating internal agency contact lists, including phone directories.
• 5% - Serve as backup support to personnel who manage fleet and facilities functions.
• 5% - Other duties as assigned as related to the position (typically 5% - 10%)

• Applicable program rules, regulations, policies, procedures, systems, and relevant statutes.
• Principles and processes of customer service, including needs assessment, service quality standards, and customer satisfaction evaluation.
• English language structure, including grammar, composition, spelling, and vocabulary.
• Administrative and clerical procedures, including document processing, record management, transcription, and office operations.
• Safety protocols for emergencies, including panic alarms, suspicious mail, and bomb threats.
• General understanding of the state's problem gambling self-exclusion process.
• Knowledge of office administration.
• Knowledge of the responsibilites of the agency's internal work units.
• Knowledge of telephone etiquette and file maintenance.

• Strong written and verbal communication skills, including active listening and effective speaking.
• Friendly and professional customer service; strong interpersonal skills.
• Proficiency in office software and equipment, including Microsoft Office and Google Suite.
• Critical thinking and problem-solving skills for evaluating solutions and making informed decisions.
• Ability to handle complex customer service situations, including irate or hostile individuals, with professionalism and discretion.
• Receipt processing, check handling, and resolving customer service complaints/inquiries.
• High standards of confidentiality when handling sensitive information or PII.

• Adherence to office protocols and contributing to a professional and welcoming environment.
• Attention to detail and ability to manage multiple tasks, prioritize work, and meet deadlines.
• Capability to interpret and apply policies with tact and diplomacy.
• Strong adaptability to changing assignments and priorities.
• Ability to establish and maintain effective working relationships, enabling consistent positive interactions with constituents/customers, contractors, vendors, employees, etc.
• Competence in both independent and collaborative work settings, whether in-office or remote, with minimal supervision.
• Ability to follow verbal and written instructions accurately and complete tasks with minimal supervision.

• Minimum 2-3 years of Customer Service experience or Front Desk Receptionist or Administrative Assistant experience.
• Valid driver's license (required for duties that involve travel or off-site tasks/site visits).

• Minimum 2-3 years experience with responding to telephone/email inquiries and/or complaints.
• Associates Degree

• Driving
• Lifting / Carrying pounds - 25/bs- occasionally 10-30%
• Pushing/Pulling pounds- 35lbs- occasionally 10-30%
• Composing Written Material

• Frequent Task Changes- Rarely- less than 10%
• High Volume Public Contact- Continuously- greater than 66%
• Physical Danger-  Rarely- less than 10%