Special Services Specialist

Georgia Department of Revenue•Atlanta, GA

3d•$33,042 - $42,703

About The Position

The Special Services Specialist works under general supervision and reports directly to the Registration & Special Services Manager. Following established policies and procedures, the position establishes legal birth and death records and processes special requests in accordance with state and local procedures. The role reviews and researches Vital Records requests, verifies supporting identification and documentation, coordinates with constituents and other organizations to resolve requests, and records activity in a tracking system. It also helps address unusual or potentially fraudulent claims and contributes input on procedures for record establishment, changes, and special services.

Requirements

High school diploma or GED and three years of job-related experience; or one year of experience required at the lower-level Admin Assistant 1 (GST050) or an equivalent position.
Good customer service communication and interpersonal skills.
Professionalism in administrative support, including sound judgment, discretion, tact, and diplomacy.
Proficiency with Microsoft Office products such as Word and Excel.
Ability to handle multiple priorities flexibly and work limited overtime as necessary.
Escalated customer service/Tier II support experience or equivalent experience.
Good analytical, organizational, and time-management skills.
Ability to work effectively in a high-stress, changing environment.
Knowledge of Vital Records policies.

Nice To Haves

Five years of prior experience in a business or service environment with demonstrated research and troubleshooting skills, including two years in an escalated customer service resolution position such as Tier II Representative, Help Desk Support, or Problem Resolution.
Three years of experience addressing customer requests, questions, and complaints, and/or providing information.

Responsibilities

Review constituents’ identification and documentation related to vital records requests to ensure the information is valid and in order.
Research intensive and complex Vital Records requests submitted through the internal Vital Records system.
Contact other Vital Records departments, constituents, and government agencies as needed to research requests or provide information and expedite customer service.
Register requests and updates in the tracking system.
Bring unique and potentially fraudulent claims to management to determine an appropriate course of action.
Provide input on standard policies and procedures for record establishment, changes, and special services, including adoptions, legitimations, PAs, and delayed births.
Contact constituents, government agencies, attorneys, judges, and county custodians to gather missing information needed to complete requests.
Perform other assignments as required.