Constituent Services Representative

Georgia Department of Revenue•Atlanta, GA

6d•$33,042 - $42,703

About The Position

The Georgia Department of Public Health (DPH) is the state agency responsible for protecting lives and promoting healthy lifestyles, preventing disease, injury, and disability, promoting health and well-being, and preparing for and responding to disasters. The Constituent Services Representative works in the Vital Records Constituent Services department and reports directly to the Constituent Service Supervisor. The position provides timely, quality customer service by responding to and processing constituent requests, including mail-in, walk-in, and online requests and inquiries. Duties include reviewing identification and documentation, processing vital-record requests and fees, searching records, issuing certificates, handling routine amendments, resolving questions and complaints, and carrying out related clerical and mail-processing tasks. The position is based in a hands-on, high-volume service environment. Employees may be required to assist with the department’s emergency responsibilities in the event of an identified emergency. The posting lists a salary range of $33,042.45 to $42,703.38 and describes benefits for full-time salaried employees, including health and other insurance, retirement benefits, paid holidays, vacation and sick leave, and paid parental leave. Relocation assistance is not provided.

Requirements

High school diploma or GED and two years of experience communicating information in a customer-service setting; alternatively, one year of experience at the lower-level Customer Service Representative 1 (GST120) position or an equivalent position.
Ability to work in a high-volume and stressful environment is listed among the preferred qualifications.

Nice To Haves

Experience processing high-volume customer requests and fees, including cash, credit cards, and money orders.
At least five years of customer-service experience.
Bilingual Spanish skills.
High-volume cash-handling experience.
Good communication, interpersonal, and conflict-resolution skills.
Good decision-making and judgment.
Proficiency with Microsoft Office products, such as Word and Excel.
Notary Public status.

Responsibilities

Greet constituents, listen to their needs, provide correct information, and supply appropriate forms as needed.
Review and validate constituents’ identification and documentation, interview constituents for information needed to complete transactions, and process vital-record requests.
Process fees according to established policies and procedures.
Search records in the system, complete routine birth and/or death changes or amendments, and issue certificates.
Balance the cash drawer daily, including periodically batching cash and checks.
Resolve questions and complaints regarding Vital Records requests.
Open mail, review requests for proper documentation, and process requests.
Register requests in the tracking system.
Perform clerical tasks such as photocopying, filing, and data entry.
Complete routine amendments and issue certificates, mailing them or providing them to constituents in person.
Forward complex search and special-service requests, such as adoptions, parental acknowledgements, home births, delayed births, and delayed deaths, to the Records Management team; inform constituents of expected timeframes and options for waiting.
Process incoming and outgoing mail, weigh mail, and apply postage by hand or with a meter.
Perform other 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 insurance.
Vision insurance.
Long-term care insurance.
Life insurance.
The posting also describes a Georgia Defined Contribution Plan and paid parental leave for part-time employees.