Customer Support Assistant

DeKalb County • Decatur, GA

1h • $19 - $27 • Onsite

About The Position

This vacancy is available in the Sanitation department. Grade: 8 Salary Range: $19.00 - $26.93/hour depending on experience FLSA: Nonexempt

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.

Leads and coordinates daily work activities of assigned co-workers; confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers, assists with complex/problem situations, and provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment; assists with supervision of co-workers by reporting employee problems and providing input on disciplinary action and employee performance evaluations.

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.

Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures; receives and reviews various documentation, including phone and email inquiries and service requests; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation, including interaction with employees, field service technicians and the general public; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.

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; and operates general office or other equipment as necessary to complete essential functions.

Requirements

• Two years of experience with call center or customer service
• Possess and maintain a valid Georgia driver’s license.

Nice To Haves

• High school diploma or GED

Responsibilities

• Leads and coordinates daily work activities of assigned co-workers; confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers, assists with complex/problem situations, and provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment; assists with supervision of co-workers by reporting employee problems and providing input on disciplinary action and employee performance evaluations.
• 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.
• Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures; receives and reviews various documentation, including phone and email inquiries and service requests; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation, including interaction with employees, field service technicians and the general public; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.
• 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; and operates general office or other equipment as necessary to complete essential functions.

What This Job Offers

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