Customer Success Representative

State of Kansas-posted 30 days ago

Full-time • Entry Level

Shawnee, KS

1-10 employees

Executive, Legislative, and Other General Government Support

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The Kansas Department of Health and Environment has a Customer Success Representative opening in Topeka. The incumbent in this roll will answer complex telephone calls for the Office of Vital Statistics which are forwarded from the general information telephone system.

Ask appropriate questions in order to direct calls to the proper unit and/or person within Vital Statistics.
Responds to inquiries concerning requests for certified copies that have been previously made to this office by utilizing the audit trail and interpreting data recorded to determine if a transaction has been received and what action has been taken by this office.
Make the decision to issue replacement copies.
Give detailed instructions for the priority mail services and the use of the credit card billing service.
Places calls to applicants to clarify eligibility to receive requested record(s).
Determines when it is necessary to advise the applicant of the need to provide additional documentation and what type (additional ID, legal document, authorization releases, etc.) in order for this office to release the record.
Maintain a detailed knowledge of Vital Statistics state statutes, regulations, rules, procedures, and office policies governing certificate issuance.
Responsible for the intake and accuracy of mailed in applications.
Proofreads each received request to ensure proper coding.
Responsibility of deciding what documentation is acceptable to properly finish each request.
Responsible for deciding if the included funds are correct or if more funds are needed.
Decide if all parts of the request are included, if not this position will contact each customer and indicate to the customer what documentation is needed to correctly complete the order.

High School, GED
Valid Driver's License - Incumbent is required to have and maintain a valid driver's license when operating a state vehicle, a private vehicle, or a rental vehicle for the benefit of the State.
Two years of experience in general office, clerical and administrative support work.
Education may be substituted for experience as determined relevant by the agency.

Mail room/mail sorting experience.
Experience handling customers by phone.
Experience with confidential information.
Strong oral and written communication skills.
Customer service experience.
Proofreading, editing, attention to detail.
Word, Excel, PowerPoint, Access.

Comprehensive medical, mental, dental, vision, and additional coverage
Sick & Vacation leave
Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
Paid State Holidays (designated by the Governor annually)
Fitness Centers in select locations
Employee discounts with the STAR Program
Retirement and deferred compensation programs

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