Customer Service Representative I Apply
DESCRIPTION
Responsible for receiving and processing high-volume, inbound communications from multiple media sources from the general public, answering questions, and providing excellent customer service at a high level of professionalism within the guidelines of Augusta-Richmond County ordinances and department policies and procedures. Works with co-workers, the public, and employees to provide operational support. Responds to non-emergency calls when the EOC is activated or a state of emergency is declared by the county.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Answers telephone calls, checks emails and voice messages, accepts complaints, provides information, and resolves problems while exhibiting the highest level of customer service to internal and external customers.
- Provides support to other 311 team members based on level and area of expertise in certain disciplines.
- Works extended shifts to support 24/7 operations when the EOC is activated or a local state of emergency is declared by the county.
POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:
- Answers calls in a high call volume call center setting.
- Responds to emails and creates requests sent to 311@augustaga.gov.
- Uses Customer Relations Management System / Customer Service Tracking software to research customer complaints.
- Creates records of each call including the problem/complaint as well as the result.
- Educates customers on departmental policies and procedures as they are implemented and/or revised.
- Creates work orders for various city departments and agencies as needed related to resolving the customer complaint.
- Utilizes search engine to answer general questions and provide additional information as needed.
- Utilizes Social Media Sites to respond to questions and requests for service.
- Provides follow-up via letter, phone, or email as requests are completed.
MINIMUM REQUIREMENTS
Education: High school diploma or G.E.D. {Please note: Upon job offer, you will be required to provide proof of education. Be sure to have the appropriate documents readily available.}
Experience: Two (2) years of customer service experience.
Experience: Two (2) years of customer service experience.
Preferred Experience: Two (2) years of experience in a high volume call center setting.
Knowledge/Skills/Abilities:
- Excellent communication and interpersonal skills which are applied to interaction with coworkers, supervisors, the general public, etc. sufficient to exchange or convey complex information and to receive work direction.
- Ability to work well under pressure, multi-task, and work effectively and cooperatively in a team environment.
- Strong personal computer, telephone, internet, and social media skills.
- Strong commitment to excellence in customer satisfaction.
- Ability to research information as requested and/or as needed.
- Excellent problem solving, organizational, and verbal/written communication skills.
- Familiarity with Augusta, Georgia ordinances and department policies and procedures.
- Mastery of operating standard office equipment.
- Demonstrated ability to work independently.
OTHER
This position does require staff call up in an emergency situation.
Performance Aptitudes:
_______________________________________________________________________ Performance Aptitudes:
- Data Utilization: Requires the ability to determine, calculate, tabulate, or summarize data/information, following a prescribed plan requiring the exercise of some judgment. Includes performing subsequent actions in relation to these computational operations.
- Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
- Verbal: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
- Math: Occasionally requires the ability to perform basic calculations.
- Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
- Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
- Physical Abilities: Tasks require the ability to perform sedentary to light work.Tasks may involve extended periods of time at a keyboard or workstation.
- Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds, visual cues or signals. Some tasks require the ability to communicate orally.
- Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
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