Support Services Specialist

City of Atlanta•Atlanta, GA

14h•Onsite

About The Position

This is an experienced customer service support position that provides information and offers assistance to parties that are being prosecuted by the Office of the City Solicitor. Interactions may be in person, by phone, email, or written correspondence. Some situations may be difficult, challenging or contentious as the majority are for citations issued to citizens for civil or traffic offenses. The Support Services Specialist determines the nature of the problem or request and responds accordingly or directs individual to the correct resource for resolution. The position is a seasoned individual contributor and may provide coaching, training, or guidance to less experienced representatives.

Requirements

High school diploma or General Equivalency Diploma (GED)
2 years' of work experience in customer service at the level of Customer Service Representative.
Utilize superior customer service methods and techniques.
Strong written and verbal communications skills.
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 in responding to inquiries or requests.
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 and deescalate situations when necessary.
Demonstrated proficiency in the use of Microsoft Office 365 Applications (specifically Outlook, Word, Excel, Edge/Internet Explorer).
Ability to listen and determine nature of call or communication.

Nice To Haves

Associate’s degree
At least two years of working in a customer-facing role.

Responsibilities

Receives, enters, researches, responds, and tracks in-person, telephone, email, and written citizen inquiries for citations that are being prosecuted by the Office of the City Solicitor.
Refers questions to the prosecutorial staff and/or as appropriate.
Resolves and/or escalates complex or difficult issues.
Determines details of the inquiry or problem.
Researches, gathers and enters all pertinent facts pertaining to issues and complaints into a database during requests.
Contacts others as appropriate to secure information and/or refer issues and complaints for a response.
Advises departmental personnel, citizens, and others on status of cases pending, and makes referrals as appropriate.
Follow-up and close all inquiries as appropriate.
Performs related work as required.
May provide training or guidance to new representatives.