ATL311 Call Center Representative I
About The Position
A career in public service can be one of the most fulfilling and rewarding paths for someone beginning their career. It offers an opportunity to serve people rather than focus solely on profits. In October 2014, the City of Atlanta launched the Department of Customer Service/ATL311 (DCS/ATL311), a consolidated call center created to make city government more accessible and responsive. Residents can use one number to request non-emergency city services and obtain information. The heart of DCS/ATL311 is its team of Customer Service Representatives (CSRs), who assist residents through calls, chats, email, and social media. Working as a CSR offers an excellent entry point into public service. You will join a dynamic, award-winning team of problem solvers committed to delivering outstanding Customer Experiences. Each day, you will help Atlantans: Navigate city services and programs, File service requests, Connect with city agencies.
Requirements
- High School diploma or equivalent.
- Proficient mathematical skills.
- Strong computer skills, with expertise in system navigation and multitasking.
- Strong problem solving and analytical skills.
- Ability to understand and follow instructions.
- Ability to communicate effectively.
- Ability to understand verbal and written instructions in order to ascertain and provide information to callers with varying backgrounds, diversity, issues, and problems.
- Ability to operate a multi-button telephone, personal computer, TTY machines, and other office automation equipment.
- Ability to exercise good judgment, courtesy, and tact in responding to a wide variety of inquiries.
- Ability to deal effectively and equitably with people.
- Ability to work varying shifts.
Nice To Haves
- Three (3) years of Customer Service experience, preferably in a call center environment.
- Bilingual preferred.
- Three (3) years in Municipal government experience preferred.
- Intermediate experience of Microsoft Suite and SharePoint.
Responsibilities
- Determines nature of problem or request and responds or directs individual to correct resource.
- Investigating and resolving complaints.
- Resolving escalations.
- Assisting customers.
- Preparing reports and documents.
- Providing information.
- Receives telephone calls and provide callers with information about public and private service agencies normally limited to City of Atlanta and the immediate vicinity.
- Listens to the callers’ question, ask probing questions for clarification as necessary, evaluates the information obtained, and provides the appropriate response in accordance with specific instructions and training.
- Exercises knowledge of such subjects as customer service standards and procedures; call processing procedures and techniques; equipment operation; City of Atlanta Government and related organizations' missions, operating procedures, and points of contact.
- Records and maintains records of telephone exchanges in accordance with established procedures.
- Participates in shift bid to determine work schedule.
- Follows standardized procedures and written instructions to accomplish assigned tasks.
- Adheres to organizational policies and procedures.
- Troubleshoots customer issues and concerns.
- May oversee temporary or contract workers as needed.
- May perform other duties as assigned.
Benefits
- Flexible scheduling, including part-time opportunities
- Paid holidays, annual leave, and sick leave
- Health benefits, including dental, vision, and prescription-drug coverage
- Retirement savings plans
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
