ATL311 Call Center Representative I

Posting: Open Until Filled

Salary: $20.40/hr

General Description and Classification Standards

A career in public service can be one of the most fulfilling and rewarding paths for someone beginning their career. It offers an opportunity to serve people rather than focus solely on profits.

In October 2014, the City of Atlanta launched the Department of Customer Service/ATL311 (DCS/ATL311), a consolidated call center created to make city government more accessible and responsive. Residents can use one number to request non-emergency city services and obtain information.

The heart of DCS/ATL311 is its team of Customer Service Representatives (CSRs), who assist residents through calls, chats, email, and social media. Working as a CSR offers an excellent entry point into public service. You will join a dynamic, award-winning team of problem solvers committed to delivering outstanding Customer Experiences.

Each day, you will help Atlantans :

• Navigate city services and programs
• File service requests
• Connect with city agencies

As a city employee, you will receive on day 1:

• A competitive salary
• Flexible scheduling, including part-time opportunities
• Paid holidays, annual leave, and sick leave
• Health benefits, including dental, vision, and prescription-drug coverage
• Retirement savings plans
• Determines nature of problem or request and responds or directs individual to correct resource.

Duties include but are not limited to investigating and resolving complaints; resolving escalations, assisting customers; preparing reports and documents; and providing information.

As an essential City of Atlanta employee, attendance is mandatory and critical to our success. During your onboarding, you are expected to actively participate in training without any interruptions.

Supervision Received:

This position reports to the ATL311 Customer Service Center Supervisor. Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks.

Responsibilities

Essential Duties and Responsibilities: These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Receives telephone calls and provide callers with information about public and private service agencies normally limited to City of Atlanta and the immediate vicinity
• Listens to the callers’ question, ask probing questions for clarification as necessary, evaluates the information obtained, and provides the appropriate response in accordance with specific instructions and training
• Exercises knowledge of such subjects as customer service standards and procedures; call processing procedures and techniques; equipment operation; City of Atlanta Government and related organizations' missions, operating procedures, and points of contact.
• Records and maintains records of telephone exchanges in accordance with established procedures.
• Participates in shift bid to determine work schedule.
• Follows standardized procedures and written instructions to accomplish assigned tasks.
• Adheres to organizational policies and procedures.
• Troubleshoots customer issues and concerns.
• May oversee temporary or contract workers as needed.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Qualifications

Knowledge Skills and Abilities: This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Proficient mathematical skills. Strong computer skills, with expertise in system navigation and multitasking.
• Strong problem solving and analytical skills.
• Ability to understand and follow instructions.
• Ability to communicate effectively.
• Ability to understand verbal and written instructions in order to ascertain and provide information to callers with varying backgrounds, diversity, issues, and problems.
• Ability to operate a multi-button telephone, personal computer, TTY machines, and other office automation equipment.
• Ability to exercise good judgment, courtesy, and tact in responding to a wide variety of inquiries.
• Ability to deal effectively and equitably with people.
• Ability to work varying shifts.

Minimum Qualifications

Education and Experience

High School diploma or equivalent.

Licensures and Certifications

None

Preferred Requirements

Three (3) years of Customer Service experience, preferably in a call center environment. Bilingual preferred. Three (3) years in Municipal government experience preferred. Intermediate experience of Microsoft Suite and SharePoint.

Work Environment

This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather.

Lifting Requirements:

Sedentary work : Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.