ATL311 Call Center Representative I - City of Atlanta

Posting: Open Until Filled

Salary: $20.00 per hour (remote work opportunity)

General Description and Classification Standards

A career in Public Service is one of the most fulfilling and rewarding paths a career-beginner can take. Consider contributing to the “People” instead of the “Profits”.

In October of 2014, the City of Atlanta launched ATL311 a consolidated call center designed to make city government more user-friendly and responsive by providing citizens with one telephone number to call for information on city services and to report non-emergency concerns.

The heart and soul of ATL311 are the people doing the talking, texting, and tweeting—our Call Center Representatives (CCRs).

There is no better gateway to a career in public service. As a CCR, you will join a fun, fast-paced, award-winning team of problem solvers dedicated to delivering amazing customer experiences.

Each day, you will engage with Atlantans and help them:

• Navigate City services and programs
• File Service Requests
• Connect with City Agencies

As a city employee, you will enjoy on 1st day:

• Competitive salary
• Flexible scheduling including part-time opportunities
• Paid holidays, annual leave, and sick leave
• Health benefits with dental, vision, and drug coverage 
• Retirement savings plans

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.

As an essential City of Atlanta employee, attendance is mandatory and critical to our success. During your onboarding, you are expected to actively participate in training without any interruptions.

Supervision Received

Works under direct supervision 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. (Multi-channel)
• Refers complex or difficult issues to more senior representative or supervisor. 
• 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 the status of cases pending, and makes referrals to other agencies as appropriate. 
• 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.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for the office/remote position

Decision Making

The customer service representative will serve as the liaison between various City of Atlanta departments and the constituents. Additionally, the CCR 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 has no supervisory or formal leadership responsibilities.

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 the nature of call or communication.