Customer Service Representative

Posting Expires: 10/30/24

Salary: $32,292.00

General Description and Classification Standards

This is an entry and basic working 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. 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.

assisting customers; preparing reports and documents; and providing information.

Supervision Received

Works under direct supervision and follows standardized 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.

• Refers complex or difficult issues to more senior representative or supervisor.

• Interviews 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 tor 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.

Decision Making

Based on customer contact, position determines appropriate step to assist with issue, take action, or refer to other source.

Leadership Provided

Position is an individual contributor and has no supervisory or formal leadership responsibilities.

Knowledge, Skills & Abilities

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 listen and determine nature of call or communication. Performs related work as required.

Minimum Qualifications

Education and Experience: High school diploma or General Equivalency Diploma (GED) 2 years of work experience in customer service at the level of Customer Service Representative.

Preferred Education & Experience: Same as minimum.

Licensures and Certifications: None required.

Closing Date/Time: 2024-10-31

• 

• City of Atlanta

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