ATL311 Call Center Representative I

Job Description

This is a Full Time position with the ATL311 call center

Salary: $20.00 per hour (remote work opportunity)

General Description And Classification Standards

A career in Public Service is one of the most fulfilling and rewarding paths a career-beginner can take. Consider contributing to the “People” instead of the “Profits”.

In October of 2014, the City of Atlanta launched ATL311 a consolidated call center designed to make city government more user-friendly and responsive by providing citizens with one telephone number to call for information on city services and to report non-emergency concerns.

The heart and soul of ATL311 are the people doing the talking, texting, and tweeting—our Call Center Representatives (CCRs).

There is no better gateway to a career in public service. As a CCR, you will join a fun, fast-paced, award-winning team of problem solvers dedicated to delivering amazing customer experiences.

Each day, you will engage with Atlantean's and help them:

• Navigate City services and programs
• File Service Requests

As a city employee, you will enjoy on 1 st day:

• Competitive salary
• Flexible scheduling including part-time opportunities
• Paid holidays, annual leave, and sick leave
• Health benefits with dental, vision, and drug coverage

Determines nature of problem or request and responds or directs individual to correct resource. Duties include but are not limited to investigating and resolving complaints; resolving escalations, assisting customers; preparing reports and documents; and providing information.

As an essential City of Atlanta employee, attendance is mandatory and critical to our success. During your onboarding, you are expected to actively participate in training without any interruptions.

Supervision Received

Works under direct supervision and follows standardized operating procedures and written instructions to accomplish assigned tasks.

Responsibilities

Essential Duties & Responsibilities

• Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written citizen inquiries and complaints relating to city services. (Multi-channel)
• Refers complex or difficult issues to more senior representative or supervisor.
• Engage with citizens either by phone or in person 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 the 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

The customer service representative will serve as the liaison between various City of Atlanta departments and the constituents. Additionally, the CCR should be able to think outside the box and fully engage in collaborative efforts to provide resolutions to the customers.

Leadership Provided

Position is an entry level individual contributor and has no supervisory or formal leadership responsibilities.

Knowledge, Skills & Abilities This is a partial listing of necessary knowledge skills, and abilities required to perform the job successfully. It is not an exhaustive list.

Knowledge of customer service methods and techniques. Knowledge of department programs, processes, and procedures. Knowledge of department organization and functions. 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 deal effectively with difficult or upset customers. Ability to listen and determine the nature of call or communication.

Qualifications

Minimum Qualifications

Education And Experience

• High school diploma or General Equivalency Diploma (GED).
• Minimum of 2 years’ relevant work experience.
• Technologically satisfactory skills in Microsoft Office Suite (Outlook, Teams, Excel, PPT, Word, Access etc.).
• 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). Minimum of 7 mbps OR higher, high speed internet connections with the ability to hard wire directly to a modem.
• Must have a dedicated, quiet working space that is free from distractions and background noise to conduct business.
• Ability to sit for long periods of time.

Preferred Education & Experience

• 3+ years’ relevant customer service experience.

Licensures and Certifications

None

Essential Capabilities And Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.