Call Center Representative

Georgia Department of Public Health • College Park, GA

4d • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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

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.

Benefits

• 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
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED