Constituent Services Supervisor - Search

• Advises the Records Manager of critical customer service issues, metrics, trends and solution recommendations to improve service delivery and the overall constituent experience. 
• Provides Constituent Services team direction on daily operations and professional development necessary to ensure the team effectively meets its objectives. 
• Supervises all activity related to managing and addressing constituent requests from the various request options (e.g., mail, online) to ensure timely, accurate and quality customer service and delivery. 
• Responsible for all supervisory activity of team (e.g., hiring, on-boarding, setting performance (KPI) and development objectives, evaluating performance, corrective action planning, recognition, review of leave requests, etc.) 

• Develop, monitor, and adjust daily/weekly production schedules to meet customer demand.

• Manage the entire order cycle from order receipt (importing) to shipping, including selection of certificate, quality review and mailing. 

• Supervise, train, and mentor staff to ensure an efficient and motivated workforce.
• Strong leadership, communication, decision making, and problem-solving abilities in a fast-paced environment.

• Ensure service level agreements are met.
• Enforce quality standards.

• Track KPI’s (on-time mailing, order accuracy, cycle time) to identify bottlenecks and implement process improvements.
• Bridge the gap between on-line vendors and the State Office of Vital Records to ensure certificates are processed accurately and timely. 

• Implements processes with the Records Management team to streamline and seamlessly coordinate support needed to effectively address constituents complex search and special services (e.g., Adoptions, Parental Acknowledgement, Home Births, Delayed Births and Deaths) requests. 
• Tracks and provides constituent services data and metrics; reviews data to identify delivery/quality issues and to identify opportunities to improve the constituent experience. 
• Manages a database of all vital records constituent requests in appropriate databases. 
• Monitors appropriate controls to minimize and address internal and external fraud and theft.
• Provides staff training and monitors adherence to Constituent Services’ policies and procedures.
• Works with the DPH Office of Constituent Services on inter-agency and legislative issues. 
• Constituent Requests and Transaction Processing
• Effectively coaches staff on complex constituent requests and how to route through the appropriate approval, search, and execution channels; educates staff on how to identify and prevent potential fraud. 
• Performs other assignments as required. 
  
  
  
  

High school diploma/GED and six (6) years in a lead worker, team leader, or supervisory role in a customer service setting communicating information; Or, Four (4) years of experience required at the lower level Customer Svc Rep Spv (GST123).

Preferred Qualifications:

• 3 -5 years in a supervisory or management role within a production or distribution environment.
• Strong supervisory skills: ability to provide day-to-day directions and implements new processes and programs to increase operational and fiscal efficiencies and integrity.
• Excellent customer service communication, interpersonal and conflict resolution skills.
• Able to work and lead others effectively in a high stress, changing environment.
• Must be proficient with Microsoft Office products (e.g....Word, Excel). 
• Experience managing and processing high volume customer requests and fees. 
• Strong judgment and creative problem-solving skills, specifically related to new process design and change management to enhance customer service and quality. 
• Strong decision making and ability to collect and report on specified production data. 
• Strong training, coaching experience with a customer focusing team. 

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. 

ADA Statement

DPH is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. To request a reasonable accommodation for the application or interview process, email DPH-HR@dph.ga.gov. 

DPH is an Equal Opportunity Employer

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered, but may not receive an interview.  DPH will contact selected applicants to proceed with the application process. Applicants who are not selected will not receive notification.

This position is subject to close at any time once a satisfactory applicant pool has been identified.

BENEFITS

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.