Customer Support Assistant

This vacancy is available in the Sanitation department.

Grade: 8 Salary Range:$19.00 - $26.93/hour depending on experience FLSA: Nonexempt

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar related or a logical assignment for this classification. Other duties may be required and assigned.

Leads and coordinates daily work activities of assigned co-workers; confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers assists with complex/problem situations and provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment; assists with supervision of co-workers by reporting employee problems and providing input on disciplinary action and employee performance evaluations.

Receives inquiries via email phone and direct contact; responds to internal and external customers and the general public regarding service billing and other issues; acts as liaison between call center and field personnel prioritizes and manages urgent issues; and uses tact and courtesy to ensure timely resolution of customer concerns.

Processes a variety of documentation associated with department/division operations within designated timeframes and per established procedures; receives and reviews various documentation including phone and email inquiries and service requests; reviews completes processes forwards or retains as appropriate; prepares or completes various forms reports correspondence and other documentation including interaction with employees field service technicians and the general public; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.

Operates or uses various equipment including a personal computer to enter retrieve review or modify data; utilizes Oracle CPak and Sof-Pak and CMS Avaya systems for data entry retrieval and research; establishes and processes 311 requests and utilizes word processing spreadsheet database presentation Internet e-mail or other software; and operates general office or other equipment as necessary to complete essential functions.

Minimum Qualifications:

High school diploma or GED preferred; two years of experience with call center or customer service; or any equivalent combination of education training and experience which provides the requisite knowledge skills and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia drivers license.