Customer Service Representative, Senior (DPW)

Posting Expires: 12/17/24

Salary Range: $40,760.11-$48,098.00

General Description and Classification Standards:
This is an experienced and entry level position in providing information and assistance to the public, including customers, constituents, and other parties, in person or by phone, email, or written correspondence, including difficult or challenging issues or resolving issues with difficult customers.
Determines nature of problem or request and responds or directs individual to correct resource. Duties include but are not limited to investigating and resolving complaints; resolving escalations, assisting customers; preparing reports and documents; and providing information. May provide training or guidance to new representatives.

Supervision Received:
Works under general supervision of the Customer Service lead and follows standardized operating 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.

Resolves complex or difficult issues.

Engage with citizens either by phone or in person 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.

May serve as front desk support in the absence of the front desk admin.

Performs related work as required.

Decision Making:
The customer service representative will serve as the liaison between DPW and the constituent. Additionally, the CSR should be able to think outside the box and fully engage in collaborative efforts to provide resolutions to the customers.
Leadership Provided
Position is an entry level individual contributor and may provide training or guidance to less experienced representatives.

Knowledge, Skills & Abilities:
Knowledge of customer service methods and techniques. Knowledge of department programs, processes, and procedures. Knowledge of department organization and functions. 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 deal effectively with difficult or upset customers. Ability to listen and determine nature of call or communication.

Minimum Qualifications - Education and Experience :

Have an applicable Associate degree in relevant field.

Minimum of 2 years’ relevant work experience.

Technologically satisfactory skills in Microsoft Office Suite (Outlook, Teams, Excel, PPT, Word, Access etc.).

Valid State Driver’s License
Nice to Have- Noted as a Plus:

Bachelor’s degree in relevant field. Advanced and professional degrees (MA, MBA, MS etc.) are also noted as a plus.

3+ years’ relevant experience.

Extensive Knowledge in Microsoft Office Suite.

Extensive Knowledge of Software Systems-Rubicon, Routific, Calabrio, ServiceNow, Power BI, Hansen, Accela, Maximo, Oracle, EnQuesta, DextrFlex, and Calabrio.
Licensures and Certifications desired but not required:

Six Sigma

Project Management

Closing Date/Time: 2024-12-18

• 

• City of Atlanta

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