CAPS Provider Relations - Customer Support Consultant

CAPS Provider Relations - Customer Support Consultant

Closing Date: October 3, 2025

Salary:  $46,800

Job Code: SSP022

Pay Grade: K

Location: Home Based

Number of Positions: 1

 Job Description: 

The Customer Support Consultant will serve as the first point of contact for providers seeking support from the Childcare and Parent Services (CAPS) program within the Department of Early Care and Learning (DECAL). This team will help providers navigate general questions, payment inquiries, billing issues, and provide technical support for use of the billing and payment system. 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:

·         Supports potential CAPS providers by providing information on program requirements.

·         Provides technical assistance to child care providers participating in the CAPS program on how to navigate the billing and payment system.

·         Creates tickets in provider management and billing portal for Tier II when issues are not resolved.

·         Provides Tier I level support to provider questions and concerns regarding billing and payment issues.

·         Updates provider information, such as point of contacts and phone numbers.

·         Receives and completes requests for password changes as needed.

·         Responds to provider inquiries about rate changes, increased rates, night care rates, and refers to other teams as needed.

·         Triages inquiries from the CAPS Constituent Services Division; conducts initial research, resolves as needed, or escalates to the appropriate team.

·         Triages inquiries from providers that come through the CAPS DECAL “Contact us” website.

·         Updates school calendars in the billing portal to ensure the appropriate billing of school age children.

·         Follows communication process and protocols for the customer support team.

·         Participates in and encourages a cooperative team-oriented environment within the customer support team.

·         Builds and maintains positive working relationships within the CAPS division and the department.

·         Maintains comprehensive knowledge of current trends and developments in the assigned field. 

·         Handles special projects and other responsibilities as assigned.

Agency Required Qualifications:

Bachelor's degree in a related field from an accredited college or university AND three (3) years of professional

job-related experience in a human services field; or two (2) years of experience at the lower level Social Svcs Prgm Mgr 2 (SSP021) or position equivalent.

Agency Preferred Qualifications:

Bachelor's degree in a related field from an accredited college or university; and the following:  

·         Current or previous CAPS program work experience

·         Current work experience in another DECAL program

·         One or more years of experience in child serving, state or community program or organization

·         One or more years of experience interacting with customers and delivering exemplary customer service

·         Knowledge of CCDF federal regulations

 Technical Competencies:

·         Excellent oral, written, analytical, presentation and interpersonal communication skills

·         Demonstrated ability to form and maintain collaboration among partners.

·         Computer skills in Microsoft Office including; WORD, EXCEL and POWERPOINT.

·         Computer skills in databases and telephony software.

·         Ability to manage own time, set priorities, work without direct supervision, and contribute to team atmosphere.

·         Competent to answer questions related to child care quality and health and safety, as well as community resources quickly and accurately.

·         Experience working with diverse communities and sensitivity to needs and concerns of various cultural groups.

·         Ability to react with flexibility and sensitivity to changing situations and needs.

Physical Position Requirements:

·         Work is typically performed in an 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.

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 health and life insurance, dental and vision. Bright from the Start: Georgia Department of Early Care and Learning is an equal opportunity employer and a drug-free workplace. A background check will be completed upon hire, which may consist of any of the following: criminal history, credit history, employment history, educational records, IRS records and 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 404-656-3922. 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.