Certification Customer Service Specialist

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) provides phone and email support to educators and prospective educators regarding certification processes and Georgia Professional Standards Commission (GaPSC) policies.  This role requires a thorough understanding of GaPSC rules, requirements, and guidelines, as well as proficiency in certification systems and applications, acquired through an extensive training process. 

 

While the CCSS position is primarily remote, occasional in-office attendance for training, meetings, or other needs may be required.

 

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

·         Respond to certification inquiries from the public, school systems, and college personnel via phone and email.

·         Learn and apply certification laws, rules, and procedures when addressing customer questions.

·         Research certification-related inquiries using all available resources to provide accurate information.

·         Route non-certification calls and emails to appropriate staff, divisions, or external agencies.

·         Handle and resolve lower-level customer complaints professionally.

·         Provide technical assistance on GaPSC systems to customers.

·         Identify and escalate priority issues as needed.

·         Index emailed documents and transcripts to educator files.

·         Processes certification verification requests

·         Participate in training sessions, meetings, seminars, and webinars as directed.

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

·         Collaborate and communicate effectively with the Certification team.

·         Perform other duties as assigned.

 

Technical Competencies

·         Strong customer service skills with the ability to handle diverse inquiries and issues.

·         Ability to analyze, research, and resolve certification-related concerns.

·         Proficiency in certification databases and GaPSC systems.

·         Decision-making skills based on certification rules and business processes.

·         Strong time management, accuracy, and professionalism

·         Ability to work collaboratively in a team environment.

·         Clear and open communication with management and colleagues.

·         Empathy, patience, and professionalism in handling challenging situations.

·         Willingness to be mentored by senior staff and management.

Ability to work independently and stay engaged in a remote environment.

 

Entry Qualifications

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

 

Preferred Qualifications

·         Strong verbal and written communication skills.

·         Effective listening and problem-solving abilities.

·         Experience providing high-quality customer service in fast-paced environments.

·         Strong analytical and research skills.

·         Ability to interpret and apply rules, policies, and business processes.

·         Experience working with diverse customers, including handling difficult interactions.

·         Background in an educational setting.

·         Experience in high-stress or high-volume call center environments.

·         Multilingual skills

 

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.

 

Salary : $38,480