Customer Service Representative

for Video

Pay Grade: G

for Video

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.

• 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.

Under direct supervision, the Customer Service Representative 2 provides professional, courteous, and efficient customer service to individuals requesting vital records. This position performs administrative and clerical duties in support of the Administration Unit of the State Office of Vital Records. Responsibilities include processing requests for birth and death certificates, and other vital records, receiving payments, maintaining accurate records, and ensuring compliance with Georgia laws and departmental procedures.

The incumbent must demonstrate strong attention to detail, accuracy in data entry, confidentiality, and sound judgment while managing customer interactions and financial transactions.

Work Schedule:
Monday through Friday, 8:00 AM – 4:30 PM and is located at the State Office of Vital Records, College Park, GA

• Greet and assist customers at the customer service counter and by telephone in a professional, courteous manner.
• Research, analyze, and resolve customer inquiries or issues related to vital record requests.
• Process applications for vital records in accordance with Georgia statutes and DPH policies.
• Handle cash, check, debit, and credit card payments using a computerized point-of-sale system; reconcile transactions daily.
• Enter and verify demographic and certificate data accurately into designated systems.
• Safeguard confidential information and comply with all data privacy regulations.
• Maintain organized records, supplies, and work areas to ensure operational efficiency.
• Escalate complex or sensitive customer issues to the Team Lead or designated supervisor.
• Participate in training and cross‑training to maintain proficiency in all aspects of vital records operations.
• Perform other related duties as assigned.

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 (GST
120) or position equivalent.

• Experience interpreting and applying Vital Records policies and regulations.
• Previous cash-handling and mailroom experience.
• Proficiency with Microsoft Office applications, Microsoft, Excel, and PowerPoint.
• Knowledge of Georgia laws and regulations pertaining to vital records and records management.
• Experience interpreting and applying government or departmental policies and procedures.
• Experience working in a government or public records environment.

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.

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