Call Center Representative

Job Title

Reporting directly to the Communications Center Constituent Services Supervisor, this position will provide quality and timely customer service in the Vital Records Contact Center by providing general information, answering questions, addressing concerns, and resolving or forwarding complaints to management for resolution.

Job Description

Pay Grade: G

We protect lives. The Georgia Department of Public Health (DPH) is the lead agency entrusted by the people of Georgia to protect lives and promote healthy lifestyles in communities throughout the state. We are committed to preventing disease, injury, and disability; promoting health and well-being; and preparing for and responding to disasters.

As a member of the DPH team, you will join a group of passionate individuals dedicated to serving Georgians. Regardless of your role, you will contribute to protecting lives while enjoying a wide range of benefits.

• Make a Professional Impact – Build your career where it matters and protect lives in the community where you live, work, and play.
• Enjoy Workplace Flexibility – Experience flexibility in how you work so you can be your best self for you and the people of Georgia.
• Work with a Dynamic and Diverse Team – Collaborate with employees who share ideas and leverage collective strengths.
• Achieve Career Longevity – Take advantage of opportunities for learning and development that support a long-term career.
• Take Part in a Hands-on Working Culture – Work in a unique culture of active engagement and problem-solving, no matter your role.
• Feel Pride in Where you Work – Be part of making an impact in public health alongside dedicated people just like yourself.

Job Responsibilities

• Manages large volume of inbound calls in a timely manner.
• Provides constituents with accurate information in accordance with applicable Georgia codes and regulations.
• Registers and documents customer information and any updated requests into a tracking system.
• Keeps records of all conversations in our communications center database in a comprehensible way.
• Resolves constituents' complaints and answers questions regarding Vital Records requests.
• Contacts other Vital Records units as needed to research and/or provide information on constituents' requests to expedite high-quality customer service.
• Sends complex search and special services requests (e.g., Adoptions, Parental Acknowledgement, Home Births, Delayed Births, and Deaths) for processing to the Records Management team.
• Informs constituents of the timeframe and options for resolution of inquiry.
• Meets personal/team qualitative and quantitative service level agreements.
• Performs various clerical duties (i.e., photocopying materials, filing, and data entry).
• Performs other related assignments as required.

Minimum Qualifications

High school diploma/GED and two (2) years of experience communicating information in a customer service setting OR One (1) year of experience required at the lower-level Customer Svc Rep 1 (GST120) or position equivalent.

Preferred Qualifications

• Two years of experience addressing customers' requests and questions, complaints, and/or disseminating information.
• Ability to contribute as a team member.
• Customer focused and adaptable to different personality types.
• Good decision-making and judgment skills
• Proficiency in Microsoft Office products (e.g., Word, Excel).
• Ability to work in a high-volume and fast-paced environment.
• Experience processing high-volume customer requests.
• Bi-lingual/Spanish Fluency

Additional Information

The DPH Commissioner and agency leaders encourage all employees to engage in regular wellness activities and to make lifestyle choices that promote health and well-being.

The use of physical activity breaks during the workday is authorized to support this philosophy and help employees meet their wellness goals. A maximum of 30 minutes of physical activity may be allocated per workday, typically in the form of two 15-minute breaks or one 30-minute break.

State of Georgia employees are subject to the rules of the State Personnel Board regarding salary.

DPH accepts educational credentials recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) as valid. DPH will contact educational institutions to verify degrees, diplomas, licensures, and other relevant credentials.

The candidate selected for this position may be subject to pre-employment drug screening and a criminal background check.

Relocation assistance is not provided.

In the event of an identified emergency, you may be required, as a term and condition of DPH employment, to assist in meeting the emergency responsibilities of the department.

DPH is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. To request a reasonable accommodation for the application or interview process, email View email address on click.appcast.io.

DPH is an Equal Opportunity Employer.

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not receive an interview. DPH will contact selected applicants to proceed with the application process. Applicants who are not selected will not receive notification.

This position is subject to close at any time once a satisfactory applicant pool has been identified.

Benefits

Standard Benefits for Full-Time Salaried Employees In addition to a competitive salary, we offer a generous benefits package that includes a flexible schedule, training opportunities, health insurance, employee retirement plan (ERS GSEPS), deferred compensation, 13 paid holidays, vacation and sick leave, paid parental leave, dental, vision, long-term care, and life insurance.

Standard Benefits for Part-Time Employees Part-time employees are eligible to participate in the Georgia Defined Contribution Plan and receive paid parental leave.