Customer Service Representative I

About the role

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.  Reports to the 311 Manager or other designated person and 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.   KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS 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 shift to support 27/4 operations when the EOC is activated, or a local state of emergency is declared by the county. Performs other duties of a similar nature or level as required. POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE: Answers calls in a high call volume call center setting. Respond to emails and creates request sent to Uses Customer Relations Management System / Customer Service Tracking software to research customer complaints. Create records of each call including the problem/complaint as well as the result. Educate 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. Utilize search engine to answer general questions and provide additional information as needed. Utilize Social Media Sites to respond to questions and request for service Provide follow-up via letter, phone or email as request are completed  Qualifications Education: High School diploma or GED     Experience:   Two (2) years in high volume call center setting. Preferred Experience: Two (2) years in high volume call center setting. Knowledge/Skills/Abilities: Excellent communication and interpersonal skills which are applied to interaction with coworkers, supervisors, the 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-Richmond County 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: 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. Salary $30,035