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Job Title:  

Constituent Services Supervisor - Search

Job Requisition ID:

JR0000000561

Number of Openings:

1

Shift:

Day (United States of America)

Compensation Details:

$41,569.83 - $54,428.52

Job Description:

Job Summary (paragraph or summarized statement about the position):

This position oversees the end-to-end processing of customers online and mailed orders, manages staff responsible for order fulfillment, and ensures timely and accurate certificate delivery. The role provides day-to-day leadership, direction, and supervision to the Vital Records Constituent Services team, coordinating responses to constituent interactions and requests, including order processing, inquiry resolution, and clear communication that enhances constituent understanding of Vital Records services.

Job Duties and Responsibilities (overall tasks and expectations of the position):

Program Supervision:

• 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.).

Production Scheduling and Planning:

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

Order Fulfillment Execution :

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

Team Leadership:

• 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.

Quality Control and Compliance:

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

Performance Optimization:

• 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.

Unit Oversight and Direction:

• 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.

• 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.

Minimum Qualifications (based on the job code):

High school diploma/GED and six (6) years in a lead worker, team leader, or supervisory role communicating information in a customer service setting; or four (4) years of experience required at the lower- level customer service representative supervisor (GST 123).

Preferred Qualifications (based on the needs of the position):

Preference will be given to applicants who in addition to meeting the minimum qualification possess the following:

• 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.

Other Information (various scheduling options, standard office hours, travel required, etc):

• Physical Demands: occasional lifting less than 20 pounds.

Minimum Qualifications:

Bachelor's degree from an accredited college or university AND Four years of lead/supervisory experience in a customer service setting communication information OR Six years of lead/supervisory worker experience in a customer service setting communicating information OR Four years of experience required at the lower level Customer Svc Rep Spv (GST123) or position equivalent.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.