Customer Service Specialist

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Job Title:  

Cert Customer Svc Spec

Agency:

Georgia Professional Standards Commission

Job Requisition ID:

JR0000007744

Shift:

Any (United States of America)

Compensation Details:

$38,480.00

Job Description:

Summary

The Certification Customer Service Specialist (CCSS) is a document management and customer service representative for the Georgia Professional Standards Commission (GaPSC), a state government agency. The CCSS manages educator records: processing, scanning, indexing, and filing documents to educator files, handling data entry, and following up until each file is complete. The CCSS also answers phone and email questions about certification and GaPSC. This entry-level, work-from-home position reports to the Certification Evaluator Supervisor.

The ideal candidate comes from records, office, or customer service work in an office, school, college, or call center. They keep accurate records, stay organized, and pay close attention to details, and they give great service with a positive attitude and a professional phone presence. They are curious and analytical, eager to learn, quick to learn and remember certification rules, and flexible when things change. They communicate clearly by phone and in writing, solve problems with practical judgment, and take responsibility for their work. As remote workers, they are self-starters who manage their time and know when to ask for help. Familiarity with the Georgia educator certification process and bilingual skills are a plus.

Training and advancement: New staff receive paid training on Georgia certification rules and systems. This role can lead to promotion to Certification Evaluator 1.

Responsibilities:

·       Provides assistance with certification inquiries from the general public as well as school system and college personnel via telephone and email, including call center shifts on Mondays and Wednesdays.

·       Guides educators through application steps and case status.

·       Logs, tracks, and routes requests from school district HR staff for timely response.

·       Learns certification laws, rules, and procedures and applies them appropriately when responding to phone calls and email.

·       Researches certification inquiries using all available resources to make fully informed decisions.

·       Routes non-certification calls and email to other staff, internal divisions, and external agencies as appropriate.

·       Handles and resolves lower level customer complaints, and identifies and escalates priority issues in a timely manner.

·       Provides technical assistance with various GaPSC systems to customers by phone and email.

·       Sorts mail received in the office and GaPSC drop box and places mail in the appropriate division's mail box.

·       Processes certification mail and appropriately scans mailed documents to the educator's file.

·       Contacts applicants about missing or incomplete documents and tracks follow-up until the file is complete.

·       Indexes documents and transcripts received by email to the educator's file, or the appropriate location if no file is located.

·       Reviews required identity and eligibility documents as part of the application process.

·       Processes certification verification requests and assists with PDS applications as assigned.

·       Records common questions and issues to inform FAQs, guidance, and training.

·       Attends and participates in training sessions to develop relevant knowledge and skills, and in meetings, seminars, and webinars as directed.

·       Communicates and collaborates with Certification staff as directed.

·       Other duties as assigned, including special projects for growth and development.

Technical Competencies

·       Ability and willingness to apply excellent customer service skills to all levels of customer issues commensurate with the CCSS's knowledge base.

·       Ability to analyze, research, and resolve issues, seeking assistance when appropriate.

·       Knowledge of the certification database and relevant GaPSC systems to be able to assist customers with day-to-day operations.

·       Ability to make decisions to resolve certification issues as they arise based on knowledge of the certification business processes.

·       Ability to complete all job responsibilities in a timely, accurate, courteous and professional manner.

·       Ability to learn and retain certification rules and procedures and to learn new systems quickly.

·       Ability to write clear, plain-language emails and follow-up notices.

·       Ability to handle documents and data entry accurately, stay organized, and track open items until complete.

·       Ability to work cooperatively with others in team settings to complete assignments and achieve common goals.

·       Ability to communicate openly with management and other team members.

·       Ability to be empathetic and courteous towards others and remains positive in negative situations.

·       Willingness to be mentored by senior staff members and management.

·       Ability to work independently and remain engaged in a remote environment.

State Entry Qualifications

High school diploma or GED AND Six months of experience handling customers' questions, complaints and/or providing information.

Agency Preferred Qualifications

Knowledge of Georgia educator certification; call center, help desk, or customer service experience; administrative, clerical, records, or data entry experience; Microsoft 365, including Outlook and Excel; bilingual skills.

Working Conditions

This remote job is based in Georgia and follows state and GaPSC telework policies, which may change. Staff come to the Atlanta office from time to time for training, meetings, and duty days, and should be prepared to help with mail and scanning in the office when needed; this travel is not reimbursed. Reliable internet and a private workspace are required.

Why Join Us

·       Work from home on a steady schedule. Anywhere in Georgia, Monday–Friday, no nights or weekends.

·       Meaningful public service. You are the first voice many future educators hear from the state.

·       Health coverage. Medical, dental, vision, and life insurance options.

·       Retirement and savings. State retirement, 401(k), and 457 plans; possible Public Service Loan Forgiveness.

·       Paid time off. 13 paid holidays, plus annual leave, sick leave, and paid parental leave.

Minimum Qualifications:

High school diploma/GED and one (1) year of experience communicating information in a customer service setting are required.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.