Description:

The mission of the Georgia Professional Standards Commission (GaPSC) is to build the best prepared, best qualified, and most ethical education workforce in the nation. GaPSC sets and applies high standards for the preparation, certification, and continued licensing of Georgia public educators. For additional information about GaPSC, please see www.GaPSC.com.

The Certification Customer Service Specialist (CCSs) responds to phone and email inquiries, and provides appropriate information to educators and prospective educators regarding certification and GaPSC. The CCSs processes mail and scans in documentation on a rotational basis in the office and may check in electronic documentation as needed. The rest of the time, the CCSs may telework, with exceptions for training and meetings, as well as for other purposes. The CCSs is knowledgeable of GaPSC rules, requirements, and guidelines, as well as processes they pertain to Certification systems/applications.

The successful candidate for this position must pass a criminal history check and must have a telework-ready home environment (furniture, privacy, high-speed Internet connection, reliable WiFi).

Responsibilities

·Provides assistance with certification inquiries from the general public as well as school system and college personnel via telephone and email

·Learns certification laws, rules, and procedures and applies them appropriately when responding to phone calls and email

·Researches certification inquiries using all available resources to make fully informed decisions

·Routes non-certification calls and email to other staff, internal divisions, and external agencies as appropriate

·Handles and resolves lower level customer complaints

·Provides technical assistance with various GaPSC systems to customers by phone and email

·Identifies and escalates priority issues in a timely manner

·Sorts mail received in the office and GaPSC drop box and places mail in the appropriate division’s mail box

·Processes certification mail and appropriately scans mailed documents to the educator’s file

·Indexes documents received by email to the educator’s file

·Indexes emailed transcripts to the educator’s file or the appropriate location if no file is located

·Processes certification verification requests

·Attends and participates in training sessions to develop relevant knowledge and skills

·Attends and participates in meetings, seminars, and webinars as directed

·Communicates and collaborates with Certification staff as directed

·Other duties as assigned

Entry Qualifications

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

Preferred Qualifications

·Good oral and written communication skills with a variety of audiences

·Good listening skills

·Ability and willingness to provide excellent customer service

·Good analytical and research skills

·Ability to make rule-based decisions and follow established business processes

·The ability to quickly learn, retain, and explain rules and policies

·Ability to complete job responsibilities in a timely, accurate, courteous and professional manner

·Ability to work cooperatively with others in team settings to complete assignments and achieve common goals

·Strong ability to handle multiple tasks and changing priorities

·Ability to communicate openly with management and other team members

·Ability to be empathetic and courteous towards others and remains positive in negative situations

·Willingness to be mentored by senior staff members and management

·Ability to work independently and remain engaged in a remote environment Knowledge of certification processes and rules of GaPSC

·Experience with a variety of customer service situations or settings

·Experience dealing with diverse and sometimes difficult customers

·Work experience in an educational setting

·Experience in a high-stress environment

·Experience working in a high-volume call center

·Experience interpreting and applying rules and policies

·Experience applying GAPSC certification processes and rules

·Multilingual

Additional Information

Please attach a cover letter and résumé. Applicants who are selected for an interview will be contacted to arrange a virtual appointment. Applicants who are not selected for interviews will not receive notification.