Address:
Arizona Department of Gaming
100 North 15th Avenue
Phoenix, Arizona 85007

Salary: Up to $71,500/ Annually

Grade: 25

Closing Date: July 21, 2024

Are You Ready to Elevate the Customer Experience in Gaming Regulation?

The Arizona Department of Gaming is looking for a highly organized and customer-focused professional with a strong background in customer service and gaming regulation to join our team as the Customer Service Administrator. This role is crucial for overseeing the customer experience in our State Certification/Recommendation and State Licensure processes. If you have a passion for ensuring high-quality service and are looking for a career not just a job, then the Department of Gaming is looking for you!

As the Customer Service Administrator, you will be entrusted with a diverse and impactful set of responsibilities. You will oversee and enhance the customer experience throughout the certification and licensure processes, assist in quality assurance tracking, manage the team's workload, and ensure the effective use of the Department's licensing software. This role will keep you engaged and challenged, serving as a primary customer-facing representative, addressing inquiries and supporting internal and external stakeholders.

Your Impact:

• As the customer Service Administrator, you will have the opportunity to manage and improve the customer experience in State Certification/Recommendation and State Licensure processes. Your role will be crucial in assisting in quality assurance, audit preparations, and certification and licensing records maintenance, allowing you to make a significant impact in our operations.
• Technical Support and Training: Oversee implementation, troubleshooting, and correction of data issues in the licensing software. Respond to stakeholder inquiries and train team members on database use.
• Administrative Processes: I will serve as backup for the Intake Supervisor, manage denial, revocation, and suspension processes, and schedule informal settlement conferences and administrative hearings.
• Application Processing: Organize and process applications for employees, vendors, and critical principals seeking state certification or licensure. Ensure accurate data entry and maintenance of certification/licensure materials.
• Stakeholder Coordination: Maintain relationships with Tribal Gaming Offices, Event Wagering Facility personnel, and vendors. Process fingerprints and investigative documents and ensure quality submissions for criminal history checks.

Why Join Us?

• Impactful Mission: Play a key role in ensuring the integrity and quality of the gaming certification and licensure processes.
• Professional Growth: Engage in a dynamic environment with opportunities for professional development and career advancement.
• Comprehensive Benefits: Enjoy competitive benefits and the satisfaction of contributing to a vital regulatory role.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

As a Customer Service Administrator you will:

• Oversee the customer experience in the State Certification/Recommendation and State Licensure processes.
• Assist in providing quality assurance tracking and oversight. Assists in the intake process, audit preparations, customer service, and efficient maintenance of Certification and Licensing Records.
• Be responsible for overseeing implementation, troubleshooting, correcting data issues, responding to stakeholder inquiries and requests for assistance along with training Unit personnel on the database.
• Oversee the prioritizing and implementation of database enhancements.
• Serve as back up for the administrative processes overseen by the Intake Supervisor to include but not limited to denial, revocation, and suspension processes.
• Schedule informal settlement conferences and administrative hearings
• Organize and process applications for employees, vendors and key principals seeking State Certification and/or Licensure.
• Prepare and begin initial Certification/Recommendation/Licensure and renewal Certification/Recommendation/Licensure process.
• Be responsible for accurate data entry, and maintenance of all certification/licensure materials.
• Assist in determining classification of employees and vendors, and maintains the Department liaison relationship with the Tribal Gaming Offices, Event Wagering Facility personnel and vendors.
• Process fingerprints and investigative documents into the Departments data base
• Determine quality of fingerprints submitted for processing to the Department of Public Safety for criminal history checks.

Knowledge of:

• Arizona Tribal-State Gaming Compact sections and Appendices
• Arizona Revised Statutes, including Title 5 and Title 13
• Comprehensive knowledge of the Indian Gaming law including I.G.R.A.
• Evidential procedures
• Event Wagering standards and methods
• Fantasy Sports standards and methods
• Arizona Criminal Justice Information System (ACJIS), Law Enforcement Judicial. Information System (LEJIS), Arizona Crime Information Center (ACIC), National Crime Information Center (NCIC)
• Information technology to ensure that records in electronic formats are properly managed
• Lean tools and methods
• Native American cultures and sensitivities
• Database administrator/user experience preferred such as Salesforce, Access, Licensing Software, or other CRM software

Skills in:

• Gathering of facts and information
• Organizing, analyzing, and comprehending
• Logical interpretations necessary to perform administrative duties
• Independently plan, evaluate, organize, and prioritize work in relation to importance
• Monitoring and reviewing the processing of applications for Tribal Gaming licensing
• State Certifications and Event Wagering and Fantasy Sports licensing
• Confers and cooperates with Special Agents, Officials, and representatives of various law enforcement
• Confers and cooperates with judicial and tribal agencies both nationally and locally

Ability to:

• Work accurately and in a timely manner
• Adapt to changing assignments and priorities
• Respond to inquiries with tact, diplomacy, and appropriate timely information
• Work as a team player within several divisions
• Organize, prioritize and perform multiple tasks on a daily basis
• Establish and maintain effective and positive working relationships with agency staff and the public
• Follow verbal and written instructions and complete assigned tasks accurately
• Work independently with minimal supervision
• Problem solve
• Analyze and establish priorities
• Display sound judgment
  

• Extensive knowledge of Licensing processes
• Minimum of 4 years of Gaming experience
• Obtain a Notary Public Credential
• Experience with ACJIS, LEGIS, ACIC AND NCIC
• Minimum of 3 years of Customer Service experience

Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

• The Arizona Department of Gaming offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
  

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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

• Positions in this classification participate in the Arizona State Retirement System (ASRS).
• Please note, enrollment eligibility will become effective after 27 weeks of employment

If you have any questions please feel free to contact IHR@AZGaming.gov for assistance.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.