Constituent Services Representative - Atlanta, United States - GeorgiaGov

GeorgiaGov Atlanta, United States

2 weeks ago

Description

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Georgia Technology Authority (GTA) a Great Place to Work certified

The Georgia Technology Authority (GTA) is currently seeking a Constituent Services Representative – in the Office of 1-800 GA/Constituent Services.

The Georgia Technology Authority (GTA) currently manages the delivery of IT infrastructure services to 89 Executive Branch agencies and managed network services to more than 1,200 state and local government entities. IT infrastructure services encompass mainframes, servers, service desk, end user computing, disaster recovery and security. Managed network services include the state's wide and local area networks, voice, cable and wiring, and conferencing services.

Want to know more about our AWARD-WINNING Authority visit:

"Willing to TRAIN and provide CERTIFICATION for the best candidates"

JOB SUMMARY:

RESPONSIBILITIES:

Serves as initial point of telephone contact for all Constituent Service calls to include 1800GA as needed.

With a sense of urgency responds to inquiries from the public through phone calls, written correspondence and face to face customer service.

Field escalated or complex phone calls daily.

Provides customers with accurate information regarding any and all Constituent needs/requirements/statuses as well as procedures for updating information.

Furnishes information to constituent regarding agency's complaint/concern process from multiple venues, such as email, online, IQ system, mail etc.

Refers callers to additional agencies for needs and in addition to providing requested information follows up as needed.

Maintain database of all constituent-related contact and enter data into the database in a timely and efficient manner.

As directed, update/create letters for dissemination to Constituents via email/mail.

Dispenses information regarding rules & laws, website information, researching information for constituents.

Assists and safe guards Constituents private information.

Identifies and alerts appropriate points of contact regarding situation or administrative issues.

Processes name/address/email and information upon receipt of written requests via email and/or mail.

Inputs notations/updates in IQ/EXCEL/DATA BASES to reflect communication with customers.

Plans and coordinates events and conferences for Sr. Staff.

Maintains a minimum of 4-6 hours answer time during the workday in order to meet the standard of having callers wait no more than 120 seconds in the queue before the call is answered.

Performs other duties as assigned.

AGENCY SPECIFIC QUALIFICATIONS:

Minimum Qualifications:

Bachelor's degree in communications or a related field from an accredited college or university OR Three years of communications and/or customer service experience.

Preferred Qualifications:

(Preference will be given to candidates who, demonstrate some or all the following skills/experience):

Strong proficiency in Microsoft Office Suites

Experience with IQ database or equivalent

Call center experience

COMPENSATION/WORKER TYPE/ADDITIONAL DETAILS:

Hiring Salary: *$37,

Worker Type: Hybrid – State of Georgia Remote Work Option

*Current Georgia state government employees will be subject to SPB rule provisions.

Georgia Technology Authority does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

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