Atl311 Call Center Representative I, Hapeville

Published 2022-01-25
Expires 2022-02-25
ID #852079169
Atl311 Call Center Representative I, Hapeville
United States, Georgia, Hapeville,
Published January 25, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Per annum
Occupation: Atl311 call center representative i
Work from home:

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At the City of Atlanta, we are passionate about building and improving our community. Our police officers, firefighters and building inspectors keep our citizens safe. Our Public Works staff keeps our City clean and helps maintain, build and improve our City's infrastructure. Our City planners help envision and shape future City growth. Our Parks & Recreation professionals enhance our quality of life. Our engineers help keep our drinking water clean, the largest airport in the world (by passenger volume) operating and our buildings maintained. Along with the host of Finance, Procurement, and Human Resources professionals whose support is vital, we are the City of Atlanta If you are seeking a meaningful role where you can make a real difference improving and growing our City, we welcome you to explore the job opportunities we have to offer. Posting: Open Until Filled Salary: $33,000 General Description and Classification Standards The ATL311 Call Center Representative I provides full performance level customer service work helping the general public by receiving and processing non-emergency telephone calls directed to the ATL311 Customer Service Center. Employees in this class are responsible for assessing callers' requests for assistance and determining the most appropriate course of action. The impact of work performed by employees in this class is realized by the immediate and prompt response to and resolution of residents' problems and complaints. Supervision Received Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks. Essential Duties & Responsibilities Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written citizen inquiries and complaints relating to city services. Refers complex or difficult issues to more senior representative or supervisor. Interviews citizens to determine details of the inquiry or problem. Researches, gathers and enters all pertinent facts pertaining to issues and complaints into a database during requests. Contacts departments as appropriate to secure information and/or refer issues and complaints for a response. Reads and applies various documents such as maps, procedures and regulations to work situations. Advises departmental personnel, citizens, and others on status of cases pending, and makes referrals to other agencies as appropriate. This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather. Decision Making Based on customer contact, position determines appropriate step to assist with issue, act, or refer to other source. Leadership Provided Position is an individual contributor and has no supervisory or formal leadership responsibilities. Knowledge, Skills & Abilities Skill in keeping notes of calls or transactions. Ability to use customer service software and other departmental information systems in responding to inquiries or requests. Ability to read instructions, processes, or regulations. Ability to communicate with a variety of customers and constituents in a professional manner. Ability to listen and determine nature or performs related work as required. Ensure first call resolution through problems solving and effective call handling. Minimum Qualifications - Education and Experience High school diploma or General Equivalency Diploma (GED). Prior experience in a high-volume call center. Ability to type 35 WPM. 1 year of Customer Service Experience Inbound Call Center Experience Must be proficient with basic PC skills. Must be able to train within the hours of 8a - 5p or 8:30 - 5:30 and work within the hours of 7a - 7p, Monday - Sunday. Ability to learn customer service software applications. Ability to work from home with access to a high-speed internet router (Wi-Fi may be used but many users will need a wired connection to router based off their home usage and speeds). Must have a dedicated, quiet working space that is free from distractions to conduct business. Ability to sit for long periods of time. Must be located within 15 miles of the metro counties of Atlanta (Fulton, DeKalb, Gwinnett, Cobb, Clayton, Coweta, Douglas, Fayette, and Henry). Preferred Education & Experience Three (3) years of Customer Service experience, preferably in a call center environment. Three (3) years in Municipal government Intermediate experience of Microsoft Suite and SharePoint. High Volume Inbound Call Center Experience

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    City Of Atlanta, Ga
    Registered on October 7, 2017


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    Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

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