Voter & Constituent Support Specialist

JOB SUMMARY: Under general supervision, the Voter & Constituent Support Specialist provides critical support to Georgia’s voters, elected officials, and Elections Division staff. This position is responsible for receiving, triaging, and resolving public inquiries and concerns in a timely and accurate manner. The role also performs a variety of administrative functions essential to division operations. This individual exercises independent judgment and initiative in daily activities, including responding to phone, email, and written inquiries, and ensuring that complex issues are appropriately escalated and addressed by the relevant division personnel.
 

• ESSENTIAL DUTIES and RESPONSIBILITIES:
  
  Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public, and other external customers.
  
  Provides support to voters in-need of coaching on custom election technology systems, including: OLVR (Online Voter Registration System), Georgia My Voter Page (GA MVP), Absentee Ballot Request Portal (ABM Portal), Voter Cancellation Request Portal (VCR), Data Hub, and other integrated tools (such as Ballot Tracking) on the Secretary of State's webpage(s), as needed.
   

• Demonstrates continuous effort to improve operations, streamline work processes, and work cooperatively on assigned projects to provide quality seamless customer service
   

• Answers public inquiry phone calls, emails, and mail and provides weekly reports to management about the topics, escalations, and trends. 
  
   

• During an election cycle, coordinate schedules to ensure extended availability before and after normal business hours, and remains on call via cell phone to handle calls outside business hours.
  
  Assists in-person customers with document authentication via the Great Seal process.
   

• Maintains professional technical knowledge of election codes, Title 21 of the Official Code of Georgia Annotated, State Election Board Rules, the U.S. Constitution, Georgia Constitution, opinions of the Attorney General, and additional sections of the O.C.G.A. pertaining to elected and appointed officials, constitutional amendments, tax initiatives, and policy decision which require referendum to change.
   

• Stays informed of all federal and state legislation that pertains to the Americans with Disabilities Act (ADA), Help America Vote Act (HAVA), National Voting Rights Act (NVRA), and Uniformed and Overseas Citizen Absentee Voting Act (UOCAVA).
   

• Travel may be required, in State.
  
   

• Performs other related duties as assigned.

KNOWLEDGE SKILLS and ABILITIES:

• Advanced organizational skills

• Ability to communicate effectively, both orally and in writing

• Ability to prioritize and mange in a multi-tasking environment

• Ability to interpret guidelines according standard operating procedures

• Knowledge of community resources and affiliated agencies

• Knowledge of research processes

• Ability to research issues and determine resolutions.

   

SUPERVISORY RESPONSIBILITIES: None required.

MINIMUM QUALIFICATIONS: High school diploma/GED and minimum of two (2) years of experience in an administrative support role. Excellent reading and writing skills are required. Intermediate skill level in PowerPoint, Microsoft Work, and MS Office Suite. Demonstrated ability to produce written documents with clearly organized thoughts using proper sentence structure, punctuation and grammar is essential. Must be qualified to be a notary public.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in related field.

• General government or public-sector experience.

• Working knowledge of election processes and procedures.