Posting: Open Until Filled

Salary: $33,000

General Description and Classification Standards

The ATL311 Call Center Representative I provides full performance level customer service work helping the general public by receiving and processing non-emergency telephone calls directed to the ATL311 Customer Service Center. Employees in this class are responsible for assessing callers' requests for assistance and determining the most appropriate course of action. The impact of work performed by employees in this class is realized by the immediate and prompt response to and resolution of residents' problems and complaints.

Supervision Received

Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks.

Essential Duties & Responsibilities

• Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written citizen inquiries and complaints relating to city services.
• Refers complex or difficult issues to more senior representative or supervisor.
• Interviews citizens to determine details of the inquiry or problem.
• Researches, gathers and enters all pertinent facts pertaining to issues and complaints into a database during requests.
• Contacts departments as appropriate to secure information and/or refer issues and complaints for a response.
• Reads and applies various documents such as maps, procedures and regulations to work situations.
• Advises departmental personnel, citizens, and others on status of cases pending, and makes referrals to other agencies as appropriate.
• 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.

Decision Making

Based on customer contact, position determines appropriate step to assist with issue, act, or refer to other source.

Leadership Provided

Position is an individual contributor and has no supervisory or formal leadership responsibilities.

Knowledge, Skills & Abilities

• 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 listen and determine nature or performs related work as required.
• Ensure first call resolution through problems solving and effective call handling.

• High school diploma or General Equivalency Diploma (GED).
• Ability to type 35 WPM.
• 1 year of Customer Service Experience
• Minimum 1 year of Call Center experience
• Inbound Call Center Experience

• Prior experience in a high-volume call center

• Ability to type 35 WPM

• Must be proficient with basic PC skills.
• Must be able to train within the hours of 8a – 5p or 8:30 – 5:30 and work within the hours of 7a – 7p, Monday – Sunday.
• Ability to learn customer service software applications.
• Ability to work from home with access to a high-speed internet router (Wi-Fi may be used but many users will need a wired connection to router based off their home usage and speeds).
• Must have a dedicated, quiet working space that is free from distractions to conduct business.
• Ability to sit for long periods of time.
• Must be located within 50 miles of the metro counties of Atlanta (Fulton, DeKalb, Gwinnett, Cobb, Clayton, Coweta, Douglas, Fayette, and Henry).

Preferred Education & Experience

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