Customer Services Specialist I

Customer Services Specialist I

Auxiliary and Support Services

Georgia State University

The mission of Auxiliary and Support Services is to provide high quality administrative and educational support services to the Georgia State University community and constituents, in support of the University’s mission of teaching, research and public service, positively impacting the quality of campus life through professionalism, excellence and caring.

Georgia State University’s Department of Auxiliary and Support Services is looking for an experienced Customer Services Specialist I to join our team.

WHAT MAKES GSU A GREAT PLACE?

• Flexible work environment. 
• Generous benefits, including health, dental, vision, tuition assistance, retirement, etc.
• A knowledge-sharing organization that works collaboratively with diverse partners.
• Professional development opportunity and mentorship.
• A rapidly growing center within an academic setting.

WHAT WILL YOU DO:

The Customer Services Specialist I will provide support to the department of Auxiliary and Support Services. This position is primarily based at the Perimeter College Clarkston Campus.

DUTIES AND RESPONSIBILITIES INCLUDE:

• Handle incoming calls from the general public and within the university community. Provide information regarding the passport application process and requirements. Complete mail transmittals and mail passport applications to the appropriate government agency address daily. 
• Operate various office machines and the POS system. Maintain office forms and supplies. Properly dispose of PII and Sensitive but Unclassified (SBU) materials when they have expired or passed their storage date.
• Produce passport and visa photos. Receive and scrutinize passport photos produced by other businesses to ensure it follows all Department of State and departmental guidelines before attaching it to the passport application.
• Provide excellent customer service skills with the ability to work with diverse cultures and language barriers. Accept (execute) passport applications and ensure all documents needed to process the applications are legitimate. Verify photo identification for true likeness and authenticity. Screen evidence of U.S. citizenship. Record identification documentation. Accurately calculate and collect various fees to forward to the U.S. Department of State. Verbally administer oath and witness signature. Maintain a high level of confidentiality and security by ensuring all customers personal identifiable information (PII) documents are securely handled and properly stored. 
• Stay current with passport regulations and procedures. Attend and pass the annual certification training to maintain eligibility. Update weekly and monthly office reports. Reconcile payment receipts.
• Track daily routine and expedited passport packages using the United States Postal Service tracking system to ensure packages are received within the specified time. Contact the Regional Passport Agency to follow up on undeliverable packages. Forward suspected fraudulent applications to the Passport Agency fraud investigator.
• Participate in off-site departmental events.
• Perform other duties as assigned.

This position is primarily based at the Perimeter College Clarkston Campus.

Minimum Requirements:

• High school diploma or GED and one year of customer service, administrative, or office experience, or a combination of education and related experience.

Preferred Requirements:

• Previous passport and/or visa experience is a plus.
• Ability to examine documents for authenticity.
• Exceptional customer service, strong verbal and written communication skills.
• Proficient in Microsoft Office and able to learn other computer software applications.
• Can work independently and as a team.
• Able to work a flexible part-time schedule.
• Can stand and walk around the worksite.
• Able to lift up to 40lbs.

​​​​​​To be fully considered for this position all applicants at the time of submission must provide the following documents:

• A complete and accurate GSU application
• Resume