WIC Customer Service Representative

We are Accepting Applications for the Following Position:

Founded in the 1920s and headquartered in Decatur, GA, the DeKalb Public Health works to protect, promote and improve the health and well-being of all DeKalb County residents.

Our vision is for a healthier DeKalb where all residents have equitable access to public health resources and live healthy lives. If you have a passion for people and are looking to make an impact on the health of the community, we invite you to join our team! For more information about our agency please visit

• 13 Paid Holidays
• 3 Weeks Annual Leave
• 3 Weeks Sick Leave
• Flexible Schedules within our core working hours of M-F 8:15am-5pm
• Pension Plan
• Employer 401K Match
• Payroll Deductible Health Benefits
• Payroll Deductible Flex Benefits
• Flexible Spending Accounts
• Worksite Wellness
• Diverse Workforce
• Opportunities for Growth
• Hybrid teleworking optionfor
  eligible positions after probation

Under the supervision of the Program Operations Specialist-WIC, the WIC Customer Service Representative provides clerical, customer service, scheduling, and administrative support for the Women, Infants, and Children (WIC) Program. This position serves as an initial point of contact for WIC applicants and clients, responds to high-volume telephone and voicemail inquiries, provides information regarding WIC services and eligibility requirements, schedules appointments, updates client demographic information, facilitates transfers, and connects clients with appropriate WIC staff and community resources.

The position requires strong customer service skills, attention to detail, sound judgment, the ability to manage a high volume of calls and client requests, and the ability to follow WIC, Georgia WIC, and DeKalb County Board of Health policies and procedures.

• Provides courteous, professional, and responsive customer service to WIC applicants and clients.
• Answers and manages a high-volume telephone system, averaging more than 75 calls per operator daily.
• Retrieves and responds to WIC Call Center voicemail messages daily, averaging more than 50 messages.
• Answers client questions regarding WIC services and programs offered by the DeKalb County Board of Health.
• Provides accurate information regarding available services and explains how clients may access appropriate DeKalb County Board of Health resources.
• Forwards calls and inquiries to appropriate personnel when additional assistance is required.
• Maintains an orderly, organized, and professional work area.
• Responds to client inquiries in a respectful, patient-centered, and solutions-oriented manner.

• Provides applicants and clients with information regarding WIC intake and eligibility requirements.
• Listens attentively to clients to determine the type of WIC appointment or service being requested.
• Schedules appointments according to the appropriate WIC appointment type and designated scheduling profiles.
• Reviews client requests to determine whether the matter can be addressed through routine scheduling or requires escalation to appropriate WIC clinical or nutrition staff.
• Performs initial triage to identify situations that require escalation to a nutritionist or other appropriate WIC staff member.
• Provides clients with accurate information regarding appointment requirements, procedures, and next steps.
• Supports efficient clinic flow by…