Customer Service Representative – Vital Statistics

Position Summary:
The Customer Service Representative – Vital Statistics provides front-line support to the public by processing requests for certified birth, death, marriage, and other official records. This position requires strong attention to detail, confidentiality, and the ability to assist customers with sensitivity, professionalism, and accuracy in a fast-paced government environment.

Key Responsibilities

• Assist customers in person, by phone, and via email with requests for vital records.

• Verify identity and eligibility requirements in accordance with state and federal regulations.

• Process applications, collect payments, and issue certified copies accurately and efficiently.

• Enter and retrieve data from vital records and case management systems.

• Explain policies, procedures, and legal requirements clearly to diverse populations.

• Handle sensitive situations with empathy, particularly when assisting individuals requesting death records.

• Maintain strict confidentiality and safeguard protected personal information.

• Balance daily cash receipts and reconcile transactions.

• Respond to records research requests and provide general information to partner agencies and the public.

• Ensure compliance with all applicable public records laws and departmental policies.

Required Qualifications

• High school diploma or equivalent; associate degree preferred.

• 1–2 years of customer service experience, preferably in a government, healthcare, or records environment.

• Experience handling confidential or sensitive information.

• Strong data entry skills with high accuracy.

• Ability to interpret policies, regulations, and eligibility requirements.

• Proficiency with Microsoft Office and database systems.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.

• Strong attention to detail and organizational skills.

• Ability to manage high-volume transactions with accuracy.

• Professional demeanor and emotional intelligence.

• Ability to work independently and as part of a team.

• Cultural competency and commitment to equitable service delivery.

Work Environment

• Office setting with frequent public interaction.

• May require standing at service counter for extended periods.

• Work involves exposure to sensitive and potentially emotional situations.

• Ability to work in fast paced environment with multiple priorities.
• Standard office/computer technology skills required
•  ½ hour lunch 
• Lifting:  at least 25 lbs