Customer Service Representative I (Temporary Position)

City of Atlanta•Atlanta, GA

About The Position

This is a temporary position and is not guaranteed to convert to a permanent role. Candidates should be comfortable with a short-term assignment. This is an entry and basic working level position responsible for providing information and assistance to the public, including customers, constituents, and other stakeholders, in person or by phone, email, or written correspondence. This role requires a high standard of professionalism and customer service, with the ability to engage a diverse, global audience, including high-profile individuals. The incumbent will demonstrate strong interpersonal skills, sound judgment, and cultural awareness when addressing inquiries and resolving concerns. Responsibilities include determining the nature of problems or requests and responding directly or directing individuals to the appropriate resource. Duties include, but are not limited to, assisting customers, preparing reports and documents, and providing accurate and timely information.

Requirements

High school diploma
2 years of work experience in customer service at the level of Customer Service Representative.
Demonstrates strong interpersonal and customer service skills, with the ability to effectively engage a diverse, global audience.
Maintains a professional presence, with confidence and composure when interacting with VIPs, dignitaries, and senior stakeholders.
Ability to exercise discretion, diplomacy, and sound judgment in handling sensitive or high-profile interactions.
Exhibits cultural awareness and sensitivity, with an understanding of international customs, etiquette, and protocol.
Ability to communicate clearly and professionally, both verbally and in writing, across a wide range of audiences.
Ability to listen actively and determine the nature of inquiries or concerns.
Ability to remain calm and professional in fast-paced or high-demand environments.
Skill in documenting customer interactions and maintaining accurate records.
Ability to use customer service software and departmental information systems.
Ability to read and interpret instructions, processes, regulations, and guidelines.

Nice To Haves

Experience working with diverse or international populations
Experience supporting high-visibility environments or executive-level interactions

Responsibilities

Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written inquiries relating to city services.
Provides professional and courteous assistance to a wide range of customers, including diverse and international populations.
Interacts with VIPs, dignitaries, and senior stakeholders with confidence, professionalism, and discretion.
Exercises sound judgment, diplomacy, and discretion in handling sensitive or high-profile interactions.
Researches, gathers, and enters all pertinent facts pertaining to inquiries into a database during requests.
Refers complex, sensitive, or high-profile matters to senior representatives or supervisors as appropriate.
Reads and applies various documents, such as procedures and guidelines, to work situations.
Advises departmental personnel, customers, and stakeholders on the status of cases and makes referrals to other agencies as appropriate.
Advises departmental personnel on appropriate steps to resolve issues, take action, or refer to other resources, based on customer interaction.
Works cooperatively with administration and staff to support service delivery.
May perform other duties as assigned.