Customer Service Specialist

About the Division of Public Health and Vital Records:

The NC Division of Public Health (DPH) works to promote and contribute to the highest possible level of health for the people of North Carolina - Everywhere, Everyday, Everybody.

N.C. Vital Records is part of the DHHS Division of Public Health.

In partnership with county registers of deeds offices, local health departments, and birthing facilities throughout the state, we are responsible for recording North Carolina vital events. This includes responsibility for legally registering all births, deaths, fetal deaths, marriages, and divorces which occur in North Carolina; coding these events for statistical purposes; maintaining these records; and providing certified or uncertified copies to individuals, researchers, and public health programs.

Summary:

This position serves as a Administrative Specialist in the Customer Service Unit of N.C. Vital Records, which provides copies of vital event records to the public, and maintains and secures a massive collection of legal records.

Job duties include extensive telephone contact with the public; processing requests for copies of vital records, and organizational records management, which is a systematic process to file, bind, copy, repair, microfilm, organize and secure original vital records daily.  This involves the chronological filing of vital records, pulling and shelving books containing vital records, and delivering supplies.  The person must make quality photocopies of designated records as needed.

 The employee prepares vital records for microfilming to meet contract specifications and organizes records in binders.  Preparation of the records involves using a commercial hole-punch machine to punch holes in the records for side binding, manually indexing book spines with identifying information, verifying page numbers of individual records, and maintaining records based on the Retention and Disposition Schedule. The employee must communicate both verbally and in writing with vendors, other state employees, general public and public officials.

The employee will prepare reports using Excel and work in Access databases. Other duties include picking up the out-going mail daily from other Vital Records' Units, monitoring forms inventory and securing vaults daily.  Must be able to use a hand-truck for movement of bulk deliveries to a storage location, push and pull library-type carts and distribute supplies and forms to staff.

To receive credit for all of your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified candidates must document on the application that they possess all of the following:

• Experience working in an office or call center setting;

• Experience in conduction searches and updating information in electronic databases;

• Experience resolving customer's issues by applying knowledge of the organization's laws, polices, and procedures;

• Experience with systematic management of records and the physical security of records and legally protected information;

• Basic to Intermediate technical skill level in MS Excel and MS Access software for reporting.

Management Preferences:

• Five years customer service.

• Experience managing the organization of a huge volume of records or data.

• Experience with Excel reports and Access databases.

Physical Requirements:

• Requires constant movement that involves lifting, reaching, bending, pushing and pulling carts and walking up and down stairs.

• Requires the ability to use a stair-climber hand-truck or a foldout (flatbed) hand-truck to move supply boxes to the storage area. Occasionally, some boxes may weigh as much as 45-50 pounds.

Some state job postings say you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.

High school diploma or General Educational Development (GED) diploma and two years of related administrative experience;

or

equivalent combination of education and experience.

The Department of Health and Human Services (DHHS) selects applicants for employment based on job-related knowledge, skills, and abilities without regard to race, color, gender, national origin, religion, age, disability, political affiliation or political influence.  Pre-Employment criminal background checks are required for some positions.

Division of Public Health (DPH) main locations, including their grounds, are tobacco-free as outlined in the Tobacco-free Campus Policy. All tobacco products, including e-cigarettes, e-hookahs, "vape products" and all smokeless tobacco products, may not be used in the indicated areas. For more information, please see the policy and FAQ posted here:

 http://publichealth.nc.gov/employees/

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. You will either receive a call to schedule an interview or an email notifying you when the job has been filled.

For technical issues with your application, please call the NeoGov Help Line at 855-524-5627. Applicants will be communicated with via email only for updates on the status of their application. If there are any questions about this posting other than your application status, please contact HR, 919-707-5450.

Please refer to the link below for additional information:

 https://oshr.nc.gov/work-nc/how-do-i-get-job