PDS Customer Service Spec

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Job Title:

PDS Customer Service Spec Agency:
Georgia Professional Standards Commission Job Requisition  Shift: Not Applicable (United States of America) Compensation Details: $38,480.00

Summary The PDS Customer Service Specialist is a customer service representative for the Georgia Professional Standards Commission (GaPSC), a state government agency, that supports Georgia's early childhood education workforce. The specialist answers phone and email questions about Professional Development System (PDS) career levels and certification, handles document processing and data entry, and follows up with registrants when information is missing. This is an entry-level, work-from-home position.

This is a time-limited position contingent upon continued funding through a contract with DECAL. The ideal candidate comes from customer service, office, or child care work and gives great service with a positive attitude and a professional phone presence. They keep accurate records, stay organized, and pay close attention to details. They are curious and analytical, eager to learn, quick to learn and remember PDS and certification rules, and flexible when things change.

They communicate clearly by phone and in writing, solve problems with practical judgment, and take responsibility for their work. As remote workers, they are self-starters who manage their time and know when to ask for help. Familiarity with early learning credentials, such as the Child Development Associate (CDA), or the Georgia educator certification process is a plus, as are bilingual skills.

Training and advancement:
New staff receive paid training on PDS and certification rules. This role can lead to promotion to PDS Evaluator positions.

• Respond courteously and accurately to phone and email inquiries from PDS registrants, early care center directors, and DECAL personnel with no more than one valid complaint per quarter from customers as determined by management.
• Work collaboratively and respectfully within the PDS department, across the GaPSC division, and with DECAL personnel.
• Provide high-level information to certification applicants to outline general and specific information concerning certification requirements and approved college teacher preparation programs.
• Maintain confidentiality of sensitive PDS/certification information and records at all times.

• Familiarize the new employee with general and specific areas of PDS and certification as outlined in the DECAL and PSC rules and regulations.
• Familiarize the new employee with appropriate reference documents, forms, training materials, manuals, etc.
• Audit and provide feedback on information offered in emailed correspondence and phone calls; provide assistance to new employees as assigned.

• Communicate with PDS users, certified teachers and others who need to obtain the required information necessary to determine and address the specific need or request.
• Provide clear, accurate information.
• Explain rules and procedures or materials or provides supplemental information.
• Serve as a liaison between educators and potential employers.
• Interpret certification/PDS rules, regulations, and policies that apply to the inquirer's needs or requests; offer solutions to certification/PDS problems.

• Open mail accurately by document type according to established procedures.
• Prepare documents for scanning according to established procedures and check that they are readable.
• Date stamp…