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CAPS – Customer Response Specialist

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Administrative & Operations Support

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Early Care and Learning, Georgia Department of

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1 day ago Post Date

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CAPS – Customer Response Specialist

Closing Date: November 12, 2025

Hiring Salary: $38,480

Job Code: GSt121

Pay Grade: G

Location : Home-based

Job Summary:

The CAPS Customer Response Specialists will report to the CAPS Customer Response Manager in the Program Administration section of CAPS. The CAPS Customer Response Specialists are responsible for the first point of customer service to assist families, providers, and other constituents who are seeking support from the Childcare and Parent Services (CAPS) program within the Department of Early Care and Learning (DECAL). The CAPS Customer Response Specialists are responsible for conducting programmatic and operational activities within the unit. This includes answering and responding to all incoming communication for the division including the CAPS Virtual Lobby. CAPS Customer Response Specialists will resolve incoming questions, inquiries, and concerns whenever possible, or will connect the individual with the CAPS staff member who can. Working across the CAPS division the specialist will provide timely and responsive customer service to families, providers, and members of the public. Reliable attendance is an essential function of this position and complete customer service tasks that ensure customers have the information and assistance they need and maintain the Department’s positive reputation. The position is home-based but may require some travel to DECAL headquarters in Atlanta. Mileage and overnight stay reimbursement are provided for work related travel. Possession of a valid driver’s license, consistent access to an insured vehicle, and the ability to travel is required as a condition of employment.

Job Responsibilities:

+ The CAPS Customer Response Specialist will serve as the Tier 1 segment of the CAPS Virtual Lobby and will perform tasks involving:

+ Answering and responding to all incoming phone calls, inquiries, and live chats through Nexxphase and other CAPS contact channels, from families, providers, and other members of the public seeking information or assistance from CAPS.

+ Assisting families with an application status (applications over 30-day), questions and/or concerns related to renewals, issues related to changes request, scholarship errors, and help with uploading verification documentation in Gateway.

+ Assisting providers and other members of the public with general CAPS related questions or concerns.

+ Resolving questions, inquiries, and concerns whenever possible, or connecting families and providers to the appropriate CAPS staff member within the different units related to specific concerns.

+ Providing resolution to customer concerns and issues that arise using established protocols to escalate to Tier II Support.

+ De-escalate situations involving dissatisfied customers, offering patient assistance and support.

+ Providing initial consumer education and resources.

+ Scheduling virtual appointments with families who need assistance with applying for CAPS or families who need help with an existing scholarship.

+ Assisting families virtually who walk-in for assistance at the Atlanta office.

+ Works in close collaboration with Family Support, Program Administration, and Scholarship Administration sections of the CAPS division to ensure seamless service delivery to all families and providers, and exemplary customer service.

+ Conducts research using a variety of sources to respond to inquiries, questions, or requests.

+ Maintains knowledge about all areas of CAPS and is able to competently assist individuals contacting the CAPS program.

+ Documents outcome of interactions with callers and ensures documentation is clear, precise, and detailed.

+ Completes other duties as assigned.

Required Qualifications:

High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.

Agency Preferred Qualifications:

Bachelor's degree in a related field from an accredited college or university and Two years of experience in child serving, state or community program or organization.

+ Minimum of one (1) year of current CAPS program work experience.

+ Current work experience in another DECAL program

+ Two years or more of experience in child serving, state or community program or organization

+ Two years or more of experience working with vulnerable populations, including families experiencing homelessness, children with disabilities, and those whose home language is not English

+ Two years or more of experience working with low-income families.

+ Two years or more of experience working in a customer contact center.

+ Two years or more customer service experience.

Technical & Physical Position Requirements:

• Work is typically performed in an office environment with intermittent sitting, standing, or walking in various settings.

• Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification.

• Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.

• The ability to speak clearly, to hear and understand at a normal conversational level, and to receive detailed information through verbal communication

• Close visual acuity to perform an activity such as: preparing and analyzing data; viewing a computer terminal; extensive reading and visual inspection.

• Full range of hand and finger motion for data entry purposes.

Recruitment Pool: All qualified applicants

Bright from the Start: Georgia Department of Early Care and Learning is a family-friendly employer, offering flexible work schedules (at supervisory discretion) and a comprehensive compensation package, to include healthcare, retirement, 401-k match, and elective options for dental, vision, AD&D, short and long-term disability, and life insurance. Bright from the Start: Georgia Department of Early Care and Learning is an equal opportunity employer and drug-free workplace. A background check will be completed upon hire, which may consist of any or all of the following: criminal and employment histories, credit history (as applicable to the position), education credentials, and motor vehicle driving records.

If you are an individual with a disability who may require assistance or other reasonable accommodation in order to participate in the selection process for this position, you may contact our HR department at 678-879-2993. Due to the volume of submissions received by this office, information concerning application or interview status cannot be provided in writing, over the phone, or in person. All applicants who submit a complete application package will be considered but may not necessarily receive notification or an interview. The job posting may be subject to being closed at any time without notice. Only those qualified candidates who are selected for an interview shall receive notification upon the filling of this vacancy.

Bright from the Start: Georgia Department of Early Care and Learning is an equal opportunity employer.

High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.

Additional Information

+ Agency Logo:

+ Requisition ID: ADM0J20

+ Number of Openings: 1

+ Shift: Day Job

+ Posting End Date: Nov 11, 2025