Constituent Services Representative (GTA)

Explore a World of Opportunity with the State of Georgia! We are the force that drives Georgia! Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens! Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career! Job Title: Constituent Services Representative (GTA) Job Requisition ID: JR0000001792 Number of Openings: 0 Shift: Compensation Details: $37,000 - $45,500 Job Description: Start your career in public service – JOIN OUR TEAM Georgia Technology Authority (GTA) a Great Place to Work® certified! The Georgia Technology Authority (GTA) is currently seeking a Constituent Services Rep – in the Office of 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: https://gta.georgia.gov/ JOB SUMMARY : Under supervision, assists with answering correspondence, meeting with constituents, and assisting with 1800GA calls. 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. Core Competencies: Strong oral, written, communication, and organizational skills Ability to exercise discretion and independent judgment Professional telephone manner Self-motivated Ability to work well under pressure 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: Location: Atlanta, GA (Capitol Hill)/Fulton County) Hiring Salary: *$37,000 - $45,500 Worker Type: Hybrid – State of Georgia Remote Work Option *Current Georgia state government employees will be subject to SPB rule provisions. EARN MORE THAN A SALARY! In addition to a competitive salary, the Georgia Technology Authority offers a generous benefits package, which includes employee retirement plan; paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and childcare spending account; in addition to telework opportunities depending upon position. More information on Benefits: https://team.georgia.gov/my-benefits/ Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification. 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. Minimum Qualifications: 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.