Customer Service Representative I

311 Communications Specialist

Responsible for receiving and processing high-volume, inbound communications from multiple media sources from the general public, answering questions, and providing excellent customer service at a high level of professionalism within the guidelines of Augusta-Richmond County ordinances and department policies and procedures. Reports to the 311 Manager or other designated person and works with co-workers, the public, and employees to provide operational support. Responds to non-emergency calls when the EOC is activated, or a state of emergency is declared by the county.

Key Responsibilities And Performance Standards

• Answers telephone calls, checks emails and voice messages, accepts complaints, provides information, and resolves problems while exhibiting the highest level of customer service to internal and external customers.
• Provides support to other 311 team members based on level and area of expertise in certain disciplines.
• Works extended shift to support 27/4 operations when the EOC is activated, or a local state of emergency is declared by the county.
• Performs other duties of a similar nature or level as required.

Position Specific Responsibilities Might Include

• Answers calls in a high call volume call center setting.
• Respond to emails and creates request sent to View email address on click.appcast.io
• Uses Customer Relations Management System / Customer Service Tracking software to research customer complaints.
• Create records of each call including the problem/complaint as well as the result.
• Educate customers on departmental policies and procedures as they are implemented and/or revised
• Creates work orders for various city departments and agencies as needed related to resolving the customer complaint.
• Utilize search engine to answer general questions and provide additional information as needed.
• Utilize Social Media Sites to respond to questions and request for service
• Provide follow-up via letter, phone or email as request are completed

Education: High School diploma or GED

Experience: Two (2) years in high volume call center setting.

Preferred Experience: Two (2) years in high volume call center setting.

Knowledge/Skills/Abilities:

• Excellent communication and interpersonal skills which are applied to interaction with coworkers, supervisors, the public, etc. sufficient to exchange or convey complex information and to receive work direction.
• Ability to work well under pressure, multi-task, and work effectively and cooperatively in a team environment.
• Strong personal computer, telephone, internet, and social media skills.
• Strong commitment to excellence in customer satisfaction.
• Ability to research information as requested and/or as needed.
• Excellent problem solving, organizational, and verbal/written communication skills.
• Familiarity with Augusta-Richmond County ordinances and department policies and procedures.
• Mastery of operating standard office equipment.
• Demonstrated ability to work independently.

Other: This position does require staff call up in an emergency situation.

Performance Aptitudes:

• Data Utilization: Requires the ability to determine, calculate, tabulate, or summarize data/information, following a prescribed plan requiring the exercise of some judgment. Includes performing subsequent actions in relation to these computational operations.
• Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
• Verbal: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Math: Occasionally requires the ability to perform basic calculations.
• Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
• Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Physical Abilities: Tasks require the ability to perform sedentary to light work. Tasks may involve extended periods of time at a keyboard or workstation.
• Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds, visual cues, or signals. Some tasks require the ability to communicate orally.
• Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.