PDS Customer Service Spec

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Job Title:  

Agency:

Georgia Professional Standards Commission

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Job Description:

Summary

The PDS Customer Service Specialist is a customer service representative for the Georgia Professional Standards Commission (GaPSC), a state government agency, that supports Georgia's early childhood education workforce. The specialist answers phone and email questions about Professional Development System (PDS) career levels and certification, handles document processing and data entry, and follows up with registrants when information is missing. This is an entry-level, work-from-home position.  This is a time-limited position contingent upon continued funding through a contract with DECAL.

The ideal candidate comes from customer service, office, or child care work and gives great service with a positive attitude and a professional phone presence. They keep accurate records, stay organized, and pay close attention to details. They are curious and analytical, eager to learn, quick to learn and remember PDS and certification rules, and flexible when things change. They communicate clearly by phone and in writing, solve problems with practical judgment, and take responsibility for their work. As remote workers, they are self-starters who manage their time and know when to ask for help. Familiarity with early learning credentials, such as the Child Development Associate (CDA), or the Georgia educator certification process is a plus, as are bilingual skills.

Training and advancement: New staff receive paid training on PDS and certification rules. This role can lead to promotion to PDS Evaluator positions.

Duties

1.       Provide information to Professional Development System (PDS) registrants, certified teachers, early care center directors, DECAL staff, school districts, and other government staff about PDS career levels and certification requirements, policies, or procedures.

·       Respond courteously and accurately to phone and email inquiries from PDS registrants, early care center directors, and DECAL personnel with no more than one valid complaint per quarter from customers as determined by management.

·       Work collaboratively and respectfully within the PDS department, across the GaPSC division, and with DECAL personnel.

·       Provide high-level information to certification applicants to outline general and specific information concerning certification requirements and approved college teacher preparation programs.

·       Maintain confidentiality of sensitive PDS/certification information and records at all times.

2.       Assist in the training of new PDS Customer Service Specialists.

·       Familiarize the new employee with general and specific areas of PDS and certification as outlined in the DECAL and PSC rules and regulations.

·       Familiarize the new employee with appropriate reference documents, forms, training materials, manuals, etc.

·       Audit and provide feedback on information offered in emailed correspondence and phone calls; provide assistance to new employees as assigned.

3.       Provide certification information to the public, individual educators, local units of administration, college personnel, DECAL and other state agencies and special entities in cooperation with the operations unit staff as scheduled or upon the request of management.

·       Communicate with PDS users, certified teachers and others who need to obtain the required information necessary to determine and address the specific need or request. Provide clear, accurate information. Explain rules and procedures or materials or provides supplemental information. Serve as a liaison between educators and potential employers.

·       Interpret certification/PDS rules, regulations, and policies that apply to the inquirer's needs or requests; offer solutions to certification/PDS problems.

4.       Open incoming mail and prepare it for scanning when assigned.

·       Open mail accurately by document type according to established procedures.

·       Prepare documents for scanning according to established procedures and check that they are readable.

·       Date stamp mail according to established procedures and deadlines set by management.

·       Make clear copies of hard-to-read documents as needed.

·       Review documents to determine whether each belongs in a PDS file, the certification database, or both.

·       Compare PDS documents to registrants' entries and promptly email registrants when entries are missing.

5.       Inspect and index scanned documents to the PDS file or certification database and check image quality.

·       Index scanned documents to the correct files with 99% accuracy.

·       Check documents for signs of forgery and index them by document type.

·       Identify transcripts as official or unofficial.

6.       Prepare scanned documents for storage or destruction.

·       Set aside unreadable documents for filing in the designated area.

·       Store original documents according to established policies and procedures.

·       Retrieve and re-scan stored documents within two hours when PDS or certification staff request them.

·       Send original documents for destruction according to established schedules and procedures.

7.       Maintain assigned equipment.

·       Maintain assigned equipment in compliance with unit policies and procedure.

·       Ensure that issued equipment is in compliance with unit policies and procedures.

8.       Other.

·       Perform other duties as assigned, including special projects for growth and development.

State Entry Qualifications

High school diploma or GED AND Six months of experience handling customers' questions, complaints and/or providing information.

Agency Preferred Qualifications

Knowledge of early learning credentials, such as the CDA, or Georgia educator certification; administrative, clerical, call center, or customer service experience; Microsoft 365, including Outlook and Excel; bilingual skills.

Working Conditions

This remote job is based in Georgia and follows state and GaPSC telework policies, which may change. Staff come to the Atlanta office from time to time for training, meetings, and duty days; this travel is not reimbursed. Reliable internet and a private workspace are required.

Why Join Us

·       Work from home on a steady schedule. Anywhere in Georgia, Monday–Friday, no nights or weekends.

·       Meaningful public service. You help early childhood teachers get credit for their education and training.

·       Health coverage. Medical, dental, vision, and life insurance options.

·       Retirement and savings. State retirement, 401(k), and 457 plans; possible Public Service Loan Forgiveness.

·       Paid time off. 13 paid holidays, plus annual leave, sick leave, and paid parental leave.

Minimum Qualifications:

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.