Customer Service Administrator
About The Position
Purpose of Classification: The purpose of this classification is to plan, organize and supervise personnel in the provision of customer service functions to resolve problems and complaints in assigned department. Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Supervises, directs, and evaluates assigned staff; develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; approves/processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures; and oversees employee disciplinary action and other employees' issues. Resolves both internal and external customer service issues; reviews and resolves all customer complaints submitted online, from Dispatch, the CEO Office, Director's Office, Assistant Director, and Commissioners' Offices; and resolves internal complaints concerning customer service, dispatch, billing, and data entry. Performs claims investigation and management. Develops short-term and long-range plans for the department.
Requirements
- Bachelor's degree in Business/Public Administration or a related field required
- Five years of experience in customer service which includes one year at the supervisory level
- Must possess and maintain a valid Georgia driver’s license
- Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job
Responsibilities
- Supervises, directs, and evaluates assigned staff
- Develops and oversees employee work schedules to ensure adequate coverage and control
- Compiles and reviews timesheets
- Approves/processes employee concerns and problems and counsels or disciplines as appropriate
- Assists with or completes employee performance appraisals
- Directs work
- Acts as a liaison between employees and management
- Trains staff in operations, policies, and procedures
- Oversees employee disciplinary action and other employees' issues
- Resolves both internal and external customer service issues
- Reviews and resolves all customer complaints submitted online, from Dispatch, the CEO Office, Director's Office, Assistant Director, and Commissioners' Offices
- Resolves internal complaints concerning customer service, dispatch, billing, and data entry
- Performs claims investigation and management
- Develops short-term and long-range plans for the department
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
