Cert Customer Svc Spec

Georgia Department of Revenue•Atlanta, GA

3d•Remote

About The Position

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 position manages educator records by processing, scanning, indexing, and filing documents, entering data, and following up until files are complete. It also responds to questions about certification and GaPSC by phone and email. This is an entry-level, work-from-home role based in Georgia. Staff work Monday through Friday and may need to travel to the Atlanta office from time to time for training, meetings, duty days, and mail or scanning work; that travel is not reimbursed. Reliable internet access and a private workspace are required. New staff receive paid training on Georgia certification rules and systems. The role may lead to promotion to Certification Evaluator 1.

Requirements

High school diploma or GED.
At least one year of experience communicating information in a customer service setting.
Ability to provide excellent customer service and respond appropriately to customer issues.
Ability to analyze, research, and resolve issues, seeking assistance when appropriate.
Ability to learn and retain certification rules and procedures and 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 through completion.
Ability to complete responsibilities in a timely, accurate, courteous, and professional manner.
Ability to work cooperatively with others, communicate openly with management and teammates, and accept mentoring.
Ability to work independently and remain engaged in a remote environment.
Reliable internet access and a private workspace.
Ability to travel to the Atlanta office for occasional training, meetings, duty days, and office mail or scanning work; travel is not reimbursed.

Nice To Haves

Knowledge of Georgia educator certification.
Call-center, help-desk, or customer-service experience.
Administrative, clerical, records, or data-entry experience.
Familiarity with Microsoft 365, including Outlook and Excel.
Bilingual skills.

Responsibilities

Assist the general public, school-system personnel, and college personnel with certification inquiries by phone and email, including call-center shifts on Mondays and Wednesdays.
Guide educators through application steps and case status.
Log, track, and route requests from school district HR staff for timely responses.
Learn and apply certification laws, rules, and procedures when responding to inquiries.
Research certification inquiries using available resources to make informed decisions.
Route non-certification calls and emails to appropriate staff, internal divisions, or external agencies.
Resolve lower-level customer complaints and identify and escalate priority issues promptly.
Provide technical assistance with GaPSC systems by phone and email.
Sort office and drop-box mail and place it in the appropriate division's mailbox.
Process certification mail and scan mailed documents into educator files.
Contact applicants about missing or incomplete documents and track follow-up until files are complete.
Index emailed documents and transcripts to educator files or to the appropriate location when no file is found.
Review required identity and eligibility documents as part of the application process.
Process certification verification requests and assist with PDS applications as assigned.
Record common questions and issues to inform FAQs, guidance, and training.
Attend training sessions and participate in meetings, seminars, and webinars as directed.
Communicate and collaborate with Certification staff as directed.
Perform other assigned duties, including special projects for growth and development.