PDS Customer Service Spec

Georgia Department of Revenue•Atlanta, GA

3d•Remote

About The Position

The PDS Customer Service Specialist is an entry-level, work-from-home customer service representative for the Georgia Professional Standards Commission (GaPSC), supporting Georgia’s early childhood education workforce. The position answers phone and email questions about Professional Development System (PDS) career levels and certification, processes documents, performs data entry, and follows up with registrants when information is missing. It is time-limited and contingent upon continued funding through a contract with DECAL. The role provides information to PDS registrants, certified teachers, early care center directors, DECAL staff, school districts, and other government personnel. It also supports staff training, processes incoming mail and scanned documents, maintains records and assigned equipment, and performs other duties as assigned. New staff receive paid training on PDS and certification rules, and the position may lead to promotion to PDS Evaluator positions. The position is remote within Georgia and follows state and GaPSC telework policies, which may change. Employees may need to travel to the Atlanta office for training, meetings, and duty days; this travel is not reimbursed. Reliable internet and a private workspace are required. The schedule is Monday through Friday, with no nights or weekends.

Requirements

High school diploma or GED.
One year of experience communicating information in a customer service setting, as stated in the Minimum Qualifications.

Nice To Haves

Knowledge of early learning credentials, such as the Child Development Associate (CDA), or Georgia educator certification.
Administrative, clerical, call center, or customer service experience.
Familiarity with Microsoft 365, including Outlook and Excel.
Bilingual skills.

Responsibilities

Answer phone and email inquiries about PDS career levels, certification requirements, policies, and procedures, providing courteous and accurate information.
Provide general and specific certification information to applicants, educators, local units of administration, college personnel, DECAL, other state agencies, and special entities.
Interpret applicable certification and PDS rules, regulations, and policies; explain procedures and materials, provide supplemental information, and offer solutions to problems.
Communicate with PDS users and others to determine their information needs and serve as a liaison between educators and potential employers.
Maintain confidentiality of sensitive PDS and certification information and records.
Assist with training new PDS Customer Service Specialists by familiarizing them with rules, reference documents, forms, training materials, and manuals.
Audit and provide feedback on new employees’ email correspondence and phone calls, and assist them as assigned.
Open incoming mail, sort documents by type, prepare them for scanning, date-stamp them, check readability, and make copies when needed.
Review documents to determine whether they belong in a PDS file, the certification database, or both; compare PDS documents with registrant entries and promptly request missing information.
Inspect scanned documents, index them to the correct files, check image quality, identify possible forgery, and determine whether transcripts are official or unofficial.
Prepare scanned documents for storage or destruction, store originals according to procedures, retrieve and rescan stored documents within two hours when requested, and send originals for destruction according to schedules.
Maintain assigned equipment in compliance with unit policies and procedures.
Perform other duties and special projects as assigned.