Customer Service Administrator

Customer Service Administrator

  Not Disclosed

  Phoenix, AZ

  5.0 Months

  Not Disclosed

  Not Disclosed

  Government - State

Job Description

Description:

Job Summary:

• Customer Service Representative serves as the first point of contact for visitors, staff, and external stakeholders, providing administrative, clerical, and exceptional customer service support to ensure efficient front desk and client operations. Senior-level customer service responsibilities, including: handling complex complaints/inquiries, incoming calls, managing mail & deliveries, scheduling conference rooms, processing checks & receipts, and resolving daily customer service issues through research & analysis.

Major Responsibilities/Essential Functions:

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

Decision Making Authority:

• Interprets policies and procedures

Knowledge, Skills, and Abilities (KSAs):

• 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 clients problem gambling self-exclusion process.
• Knowledge of office administration.
• Knowledge of the responsibilities of the client's internal work units.
• Knowledge of telephone etiquette and file maintenance.

Skill

• 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.

Ability:

• 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.

Required Education, Licensure, Certification:

• 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).

Preferred Education, Licensure, Certification:

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

Notes:

100% Onsite.

This position functions in a standard office environment

8:00 AM - 5:00 PM

2-3 years of customer service, front desk, or administrative assistant experience required.