Customer Support Assistant

DeKalb County • Decatur, GA

1d • Onsite

About The Position

This vacancy is available in the Sanitation department. The Customer Support Assistant leads and coordinates daily work activities of assigned co-workers, receives inquiries via email, phone and direct contact, responds to internal and external customers and the general public regarding service, billing, and other issues, acts as liaison between call center and field personnel, prioritizes and manages urgent issues, and uses tact and courtesy to ensure timely resolution of customer concerns. This role also processes a variety of documentation associated with department/division operations, including receiving and reviewing phone and email inquiries and service requests, preparing various forms, reports, correspondence, and other documentation, and maintaining computerized and/or hardcopy records. The position requires operating various equipment, including a personal computer, and utilizing specific systems like Oracle, CPak, Sof-Pak, and CMS Avaya for data entry, retrieval, and research.

Requirements

• High school diploma or GED, preferred.
• Two years of experience with call center or customer service.
• Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
• Must possess and maintain a valid Georgia driver’s license.

Responsibilities

• Leads and coordinates daily work activities of assigned co-workers.
• Receives inquiries via email, phone and direct contact.
• Responds to internal and external customers and the general public regarding service, billing, and other issues.
• Acts as liaison between call center and field personnel, prioritizes and manages urgent issues.
• Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures.
• Operates or uses various equipment, including a personal computer to enter, retrieve, review or modify data.
• Utilizes Oracle, CPak and Sof-Pak and CMS Avaya systems for data entry, retrieval and research.
• Establishes and processes 311 requests and utilizes word processing, spreadsheet, database, presentation, Internet, e-mail, or other software.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED