Job Description
Position expires: 07/12/2024
Hourly rate- $19.00 - $24.00
General Description and Classification Standards
Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Customer Service Representative (CSR) Level II provides a broad range of customer service support under the Supportive Services Team. The Supportive Services team partnered with Policing Alternatives and Diversion Initiative (PAD) for a Community Referrals program. The purpose of the Community Referrals program is to provide residents the option of reporting non-emergency areas of concern related to substance abuse, mental health, and/or poverty with the Supportive Services team serving as the non-emergency point of contact for these calls. This position is responsible for assessing community referrals and coordinating immediate responses or outreach requests for community referrals with PAD and/or partnering agencies. Collaborate with other social service and human service organizations to provide support for the customer requesting assistance. Research and establish partnerships with human service providers. The community referrals could be complex and may require greater sensitivity. 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: 8:00-5:00 Work Schedule: 10:00am - 7:00pm, Monday - Friday.
Supervision Received
This position reports to the ATL311 Supportive Services Portfolio Manager, and receives guidance regarding overall mission, short and long-term objectives, scheduling, unusual priorities, and is expected to structure their workday 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 Supportive Services Team and processes inbound community referrals, 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 human service concerns. Ability to work various shifts, Strong business writing and Strong written and oral communication skills Strong computer skills with proficiency in Microsoft Office.
Minimum Qualifications Education and Experience
Associates Degree in a human service-related field or higher and equivalent combination of education and experience may be substituted.
Preferred Education & Experience
Five (5) years human service experience, preferably in a Contact Center; Spanish a plus. 3 years’ experience in Municipal government Intermediate to advance experience using Microsoft Suite, and SharePoint CRM application. Vast knowledge of diversion programs, shelters, and crisis response teams.
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.
Closing Date/Time: 2024-07-12
Job Address
Atlanta, Georgia
United States
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