Customer Service Representative
Customer Service Representative
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Job Description
Georgia 811 is a communication system established to provide one telephone number for excavating contractors and the general public notify utilities of their intent to use mechanized and/or non-mechanized equipment for excavation tunneling grading boring blasting demolition or any similar work. This one call system provides the participating utility members an opportunity to locate and identify their underground facilities. We are a non-profit association funded by our member utilities and located outside of Atlanta in Duluth GA. Learn more about the company on.
Position Summary: Answer calls from members contractors and the public to produce accurate and high quality locate requests and other notifications in accordance with Georgia 811 business plans and state laws. This position is an integral part of protecting utilities from damage and excavators from harm.
Responsibilities:
- Answer a high volume of phone calls in a timely manner
Route calls to appropriate departments teams or staff members when necessary
Provide superior customer service and meet quality requirements based on explicit criteria set forth by Georgia 811
Educate callers on the process of locating facilities and handle calls involving damage to utilities emergencies etc.
Document and verify all call information according to standard operating procedures
Research required information using available resources when appropriate
Act as a liaison between the public and the utility facility members by submitting locate tickets detailing the dig site location contact information etc.
Troubleshoot caller issues and complaints by determining if there can be an immediate resolution to an issue or if that issue should be escalated to supervisor
Understand and adhere to Georgia 811 policies that pertain to PTO attendance dress code etc.
Attend training and performance meetings as required
Help maintain communication equipment and report problems with equipment to the supervisor- Other duties as assigned
Supervisory Responsibility: This position does not have any supervisory responsibilities.
Position Type and Travel:
This is a full-time position. Days and hours of work are Monday through Friday generally during normal business hours
Overtime may be required on occasion.
Travel to the Duluth office is required on occasion.
Qualifications:
- Minimum of 1 year experience in a busy customer service contact center environment
Basic reading writing and math skills required. This is normally acquired through a high school diploma or equivalent.
Strong listening and interpersonal skills
Must be friendly confident energetic and patient
Must have a positive attitude and be self-motivating
The offered customer service should be of highest quality articulate accurate polite and competent
Duties require professional verbal and written communication skills and the ability to type 35 WPM
Computer literate with the ability to learn customer service software applications and working knowledge of Microsoft Office (Word Excel Outlook etc.)
Ability to read and interpret maps and computer-based mapping systems a must
Highly adaptable to change and ability to grasp complex instructions in a quick and efficient manner
Excellent organizational and time management skills
Maintain a positive demeanor at all times and remain calm under pressure
Must have reliable transportation to Duluth GA- Fluency in Spanish as well as English is preference
Physical Requirements:
- Ability to sit stand and walk for extended periods of time.
- Repetitive motions may also be required such as wrist / hand movements grasping and finger dexterity (as in typing writing faxing filing papers etc.)
- Ability to observe and view details at close range (within a few feet of the observer).
- Ability to communicate information so others will understand. Must be able to exchange accurate information in these situations.
Job Type: Full-time
Pay: $16.50 per hour for English-only-speaking candidates / $18.50 for bilingual candidates
Required Experience:
Unclear Seniority
Employment Type
Full-Time
