Under initial close supervision of the ATL311 Call Center Supervisor & Call Center Trainer, a Customer Service Representative Trainee provides assistance to the general public by receiving and processing non-emergency telephone calls directed to the ATL311 Customer Service Center. This is entry and developmental work intended to equip an employee with the knowledge, skill, and ability to collect, disseminate referral and resource information.
Examples Of Essential Duties:
Duties . Major duties are those that occupy most of your time and those that are most important to the organization. The duties below are intended only as illustrations of the types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
80% Receives telephone calls and provide callers with information about public and private service agencies normally limited to City of Atlanta and the immediate vicinity. Listens to the callers question, ask probing questions for clarification as necessary, evaluates the information obtained, and provides the appropriate response in accordance with specific instructions and training.
15% Receives on-the-job and/or classroom training on such topics as customer service standards and procedures; call processing procedures and techniques; equipment operations; City of Atlanta Government and related organizations' missions, operating procedures, and point of contacts.
5% Performs other duties as required.
Knowledge, Skills and Abilities
• Ability to understand and follow instructions
• Ability to communicate effectively; understand verbal and written instructions in order to ascertain and provide information to callers with varying backgrounds, diversity, issues and problems.
• Ability to operate a multi-button telephone, personal computer, TTY machines, and other office automation equipment
• Ability to exercise good judgment, courtesy and tact in responding to a wide variety of inquiries
• Ability to deal effectively and equitably with people
• Ability to sit for long periods of time
• Ability to work varying shifts
Upon Selection The Applicant Must:
Be willing to work flexible shifts when needed
Be willing to participate as a critical/essential employee in emergency and special activities, as assigned.
Education: High school diploma or GED required
Experience: 6 months of customer service experience required, 6 months experience in a call center environment preferred
Individuals appointed to positions in this class will be required to serve a probationary period of twelve months. Performance will be carefully evaluated during the probationary period. Continuation in this class and promotion eligibility to the next higher-level class in the series will be contingent upon successful completion of the probationary period.
The City of Atlanta is an Equal Opportunity Employer.