Customer Service Representative, Senior (DPW)

City Of Atlanta • Atlanta, GA

391d • $40,760 - $48,098

About The Position

The Senior Customer Service Representative position at the City of Atlanta is an experienced role focused on providing information and assistance to the public regarding city services. This position involves handling inquiries and complaints through various communication channels, including in-person, phone, email, and written correspondence. The representative will resolve complex issues, assist customers, and may provide training to new staff members.

Requirements

• 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.
• 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 calls or communications.

Responsibilities

• Receives, enters, researches, responds to, and tracks citizen inquiries and complaints relating to city services.
• Resolves complex or difficult issues.
• Engages with citizens to determine details of inquiries or problems.
• Researches, gathers, and enters pertinent facts into a database during requests.
• Contacts departments to secure information and refer issues for a response.
• Reads and applies various documents such as maps, procedures, and regulations to work situations.
• Advises departmental personnel and citizens on the status of cases and makes referrals to other agencies as appropriate.
• May serve as front desk support in the absence of the front desk admin.
• Performs related work as required.

Benefits

• Paid time off and vacation options.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees