Senior Customer Service Representative (DOH/CHP #11343)

New Mexico Department of Health; Santa Fe (NM); On-site; USD 35,000 - 48,000; Full time

Job summary

New Mexico Department of Health in Santa Fe seeks a frontline clerk in the Issuance unit of Vital Records to issue birth and death certificates and to correct records for issuance to the public.

The role involves processing in-person counter orders, mail orders, and phone inquiries, and requires clear communication, attention to detail, and the ability to read and interpret legal documents. A high school diploma is required.

Qualifications

• High School diploma or equivalent with at least six months in office administration or customer service.
• Experience reading and interpreting legal documents.
• Excellent verbal and written communication; customer-focused and team player.

Responsibilities

• Issue birth and death certificates at the Santa Fe office.
• Correct birth records for issuance to the public.
• Process mail orders, in-person front counter orders, mail payments, and phone calls.
• Assist customers by mail, in person or by phone in issuing records.

Skills

Customer service

Communication

Reading legal documents

Call Center experience

Microsoft Excel

Microsoft Word

Education

High School diploma or equivalent

Tools

Excel

Word

Job description

Interviews are anticipated to be conducted within two weeks of closing date.

Department of Health, Epidemiology and Response, Bureau of Vital Records and Health Statistics.

Why does the job exist?

This position works in the Issuance unit of Vital Records and provides direct customer service by issuing birth and death certificates in the Santa Fe office. Incumbent is responsible for making corrections on birth records for issuance to the public. This position will rotate from processing incoming mail orders; processing in-person front counter orders; processing incoming mail payments to mailroom; and answering incoming phone calls.

How does it get done?

Working with customers to correct and issue birth and death records in person; by mail or over the phone. This position works independently on orders received by mail or in person.

Who are the customers?

Customers are citizens and non-citizens who were born in New Mexico and family members of individuals who have died in New Mexico.

Ideal Candidate

Experience in providing direct customer service to the public; Able to communicate effectively both verbally and in writing; Experience in reading and interpreting legal documents. A team player who works well with customers and co-workers. Good at using Keyboard and mouse; Experience in Microsoft Excel and Word; Polite speaking voice; experience in answering phones or has worked in a Call Center.

High School diploma or equivalent and six (6) months of work experience in office administration and/or customer service. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling six (6) months may substitute for the required experience.

Employment Requirements

Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.

Working Conditions

Office setting, exposure to Visual/Video Display terminal (VDT) and extensive personal computer and telephone usage with extended periods of sitting. Must be able to lift 25 lbs.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.