Constituent Services Representative

About the role

Explore a World of Opportunity with the State of Georgia!

We are the force that drives Georgia!

Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens!

Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

• Job Title: Constituent Services Representative
• Agency: Department of Public Health
• Job Requisition ID: JR0000005405
• Shift: Day (United States of America)

Pay Grade

G $33,042.45 - $42,703.38

About the role

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Who We Are. We protect lives. The Georgia Department of Public Health (DPH) is the lead agency entrusted by the people of Georgia to protect lives and promote healthy lifestyles in communities throughout the state. We are committed to preventing disease, injury, and disability; promoting health and well-being; and preparing for and responding to disasters.

What We Offer. As a member of the DPH team, you will join a group of passionate individuals dedicated to serving Georgians. Regardless of your role, you will contribute to protecting lives while enjoying a wide range of benefits.

• Make a Professional Impact – Build your career where it matters and protect lives in the community where you live, work, and play.
• Enjoy Workplace Flexibility – Experience flexibility in how you work so you can be your best self for you and the people of Georgia.
• Work with a Dynamic and Diverse Team – Collaborate with employees who share ideas and leverage collective strengths.
• Achieve Career Longevity – Take advantage of opportunities for learning and development that support a long-term career.
• Take Part in a Hands-on Working Culture – Work in a unique culture of active engagement and problem-solving, no matter your role.
• Feel Pride in Where you Work – Be part of making an impact in public health alongside dedicated people just like yourself.

About the role

Reporting directly to the Constituent Service Supervisor, this position will provide quality and timely customer service in the Vital Records’ Constituent Services department responsible for effectively responding to and processing all requests from constituents including: processing mail-in, walk-in and on-line requests and addressing constituent inquiries.

Job Duties and Responsibilities

• Greets constituents and listens to their needs, provides correct information and appropriate forms, as needed.
• Reviews and validates constituents’ identification and documentations to complete vital records request, interviewing constituents for pertinent information related to completing transaction.
• Processes fees according to established policies and procedures.
• Searches for records in the system, accurately completes routine birth and/or death changes/ amendments (i.e. dates, spelling of names, etc.) when necessary and issues certificate.
• Balances drawer daily, including periodic batching of cash and checks.
• Resolves constituents’ questions and complaints regarding all Vital Records requests.
• Opens mail and reviews request for proper documentation and process requests.
• Registers requests into tracking system.
• Performs various clerical duties (i.e., photocopying materials, filing, and data entry).
• Completes routine amendments as needed, issues and mails or provides certificates to constituents in person.
• Sends complex search and special services requests (e.g., Adoptions, Parental Acknowledgement Home Births, Delayed Births and Deaths) for processing to Records Management team, informs constituents of the timeframe and options for waiting.
• Processes incoming and outgoing mail, weighs mail and affixes postage either by hand or with a meter.
• Performs other assignments as required.

Minimum Qualifications

• High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.

Preferred Qualifications

Preference will be given to applicants who in addition to meeting the minimum qualification possess the following:

• Experience processing high volume customer requests and fees (e.g., cash, credit cards, and money orders).
• Minimum of 5 years of customer service experience.
• Bi-lingual/Spanish skills.
• High volume cash handling experience preferred.
• Good communication, interpersonal and conflict resolution skills.
• Good decision making and judgment
• Must be proficient with Microsoft Office products (e.g.., Word, Excel).
• Able to work in high volume and stressful environment
• Notary Public preferred.

Additional Information

The DPH Commissioner and agency leaders encourage all employees to engage in regular wellness activities and to make lifestyle choices that promote health and well-being.

The use of physical activity breaks during the workday is authorized to support this philosophy and help employees meet their wellness goals. A maximum of 30 minutes of physical activity may be allocated per workday, typically in the form of two 15-minute breaks or one 30-minute break.

Employment Information

• State of Georgia employees are subject to the rules of the State Personnel Board regarding salary.
• DPH accepts educational credentials recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) as valid.
• DPH will contact educational institutions to verify degrees, diplomas, licensures, and other relevant credentials.
• The candidate selected for this position may be subject to pre-employment drug screening and a criminal background check.

• Relocation assistance is not provided.
• In the event of an identified emergency, you may be required, as a term and condition of DPH employment, to assist in meeting the emergency responsibilities of the department.

Standard Benefits for Full-Time Salaried Employees

In addition to a competitive salary, we offer a generous benefits package that includes a flexible schedule, training opportunities, health insurance, employee retirement plan (ERS GSEPS), deferred compensation, 13 paid holidays, vacation and sick leave, paid parental leave, dental, vision, long-term care, and life insurance.

Standard Benefits for Part-Time Employees

Part-time employees are eligible to participate in the Georgia Defined Contribution Plan and receive paid parental leave.