Position Expires : January 27, 2016
General Description and Classification Standards
Under general supervision of the ATL311 Customer Service Supervisor, a Customer Service Representative (CSR) Level II provides a broad range of customer service support. This position is responsible for handling customer service issues that are complex and may require greater sensitivity. The incumbent will process online, fax, and email request for various City services. Additionally, the incumbent will be responsible for handling customer call back request when first call resolution (FCR) was not plausible. The CSR Level II may occasionally assist other capacities including Team Lead, Quality Assurance, and Training.
Training Hours: 8:30 – 5:30
Work Schedule: Determined by Shift Bid
Supervision Received
This position reports to the ATL311 Customer Service Center (CSC) Supervisor, and receives guidance regarding overall mission, short and long-term objectives, scheduling, unusual priorities, and is expected to structure their work day to accomplish established goals and objectives by direction from the management team. This position is not considered a management level position.
Essential Duties & Responsibilities these are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.
The CSR Level II is assigned to the Back-office Operation Team and processes request received online, fax, and email; as well as make outbound calls to provide follow-up and resolution.
Decision Making
- Follows standardized procedures and written instructions to accomplish assigned tasks
- Adheres to organizational policies and procedures.
Leadership Provided
Does not have any supervisory authority over a work group.
Knowledge, Skills & Abilities
- Strong analytical and problem solving skills
- Exhibit a high degree of experienced independent judgment.
- Display good judgment, courtesy and tact when communicating with others
- Extensive knowledge in Solid Waste and Customer Billing.
- Extensive knowledge of Billing, Collections, and Bankruptcy a plus
- Ability to work various shifts
- Strong business writing and mathematical skills
- Strong written and oral communication skills
- Strong computer skills with proficiency in Microsoft Office
Minimum Qualifications – Education and Experience
- Associates Degree in Business or higher
- An equivalent combination of education and experience may be substituted.
Preferred Education & Experience
- Five (5) years customer service experience, preferably in a Contact Center
- Bilingual; Spanish a plus
- 3 year’s experience in Municipal government
- Intermediate to advance experience using Microsoft Suite, and SharePoint
- CRM application with CTI integration
- enQuesta Billing System
- Vast knowledge of City Code & Ordinances
Licensures and Certifications
None required
Essential Capabilities and 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 and/or times when the City would otherwise be closed.
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