General Description and Classification Standards
The ATL311 Call Center Representative I provide full performance level customer service work providing assistance to 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.
Training Hours: 8:30 – 5:30
Work Schedule: Determined by Shift Bid
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.
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.
- 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.
- Participate in shift bid to determine work schedule.
Decision Making
Follows standardized procedures and written instructions to accomplish assigned tasks
Adheres to organizational policies and procedures.
Leadership Provided
None. May oversee temporary or contract workers as needed.
Knowledge, Skills & Abilities This is a partial listing of necessary knowledges, skills, and abilities required to perform the job successfully. It is not an exhaustive list.
- Ability to understand and follow instructions
- Ability to communicate effectively; 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
- Proficient mathematical skills
- Strong computer skills, with expertise in system navigation and multitasking
- Strong problem solving and analytical skills
Minimum Qualifications – Education and Experience
High school diploma or General Equivalency Diploma (GED). One (1) year of experience providing direct customer service to public preferably in a call center environment. An equivalent combination of education and experience may be substituted.
Preferred Education & Experience
- Three (3) years of Customer Service experience, preferably in a call center environment
- Bilingual a plus
- Three (3) years in Municipal government
- Intermediate experience of Microsoft Suite, and SharePoint
Licensures and Certifications
None
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
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