Salary Range: $53,563-$54,190 annually Job Description: As the Escalation Team Lead, you will play a crucial role in ensuring the productivity, performance, and customer service excellence of the department. Your primary responsibility will be to process all department wide escalations received via various contact channels including email. You will also assist the Communications Specialist in leading the back office team to ensure high-quality customer service standards, and uphold departmental policies and procedures.
Responsibilities: - Ensure the overall effectiveness of the back office team's performance by completing tasks by the deadline and consistently providing professional and timely communication.
- Work with a sense of urgency to complete assigned tasks daily, including handling escalated cases, closing department wide open general information cases, responding to escalation emails within defined SLAs, and addressing agent errors promptly.
- Conduct Quality Assurance evaluations each month on the back office team and maintain a personal average quality assurance score of 90% or above.
- Assist in updating and maintaining the ATL311 Back Office SharePoint site as requested, including daily stats, departmental data, and escalation spreadsheets.
- Provide accurate and complete information to citizens of Atlanta by ensuring all work orders and cases are accurately completed and communications are free of errors.
- Aim for First Contact Resolution by resolving customer-related issues during the initial contact and providing thorough and accurate information.
- Implement Proactive Customer Support by identifying and addressing potential issues before escalation and following up with customers before they reach out to us.
- Enhance Personalization and Empathy in customer interactions by demonstrating empathy, personalizing responses, and fostering a customer-centric approach.
- Engage in special projects, activities and cross-training as needed.
- Bachelor's degree in a related field or equivalent work experience.
- Previous experience in a leadership or supervisory role preferred.
- Excellent communication and interpersonal skills.
- Strong organizational and time management abilities.
- Proficiency in Microsoft Office Suite, SharePoint, PowerPoint and Excel.
- Strong problem-solving abilities.
- Ability to work in a fast-paced and changing environment and manage multiple tasks simultaneously.
