Svc Rep 2
State of Georgia, Atlanta, GA, United States
Job Summary:
Under general supervision works and communicates with the general public, internal customers and/or external customers to provide information and services targeted to meet customer expectations. May resolve complicated issues involving customer service and/or researches governing policies, procedures or laws to respond to clients or visitors.
Description of Duties: • Under general supervision communications with the general public and internal and external stakeholders and provides accurate information and resolve complex inquiries related to GDOT services and programs. • Serves as a lead customer service resource by handling escalated concerns, interpreting policies and procedures and ensuring consistent service standards. • May provide guidance to team members and support special projects impacting service operations. • Provide assistance and problem resolution to claimants' employees /staff of other agencies and or the general public conducts research to compile information needed to generate reports accurately responds to questions and concerns for internal and external customers
AGENCY
MINIMUM QUALIFICATIONS
: • 1+ years of customer service experience • Demonstrated experience in a fast-paced customer service-oriented environment • Committed to providing quality customer service • Excellent communication skills and conflict-resolution skills • Ability to interact with all levels of internal and external customers, employees and senior management • Proficient in computer applications such as Microsoft Word, Excel, and PowerPoint software. • Good interpersonal skills with the demonstrated ability to relate well to employees from varied backgrounds and different situations • Ability to be flexible and handle multiple priorities and various tasks • Possesses good organizational skills; effectively managing own time and resources to ensure that work is completed efficiently • Able to manage high call volumes while maintaining professionalism
PREFERRED QUALIFICATIONS • One year of demonstrated experience in a fast-paced customer service-oriented environment in State Government • Familiarity of the Georgia Department of Transportation organizational structure • Certified Professional Customer Service (CPCS)
The role may be filled at the lower level based on applicant qualifications
High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.
Under general supervision works and communicates with the general public, internal customers and/or external customers to provide information and services targeted to meet customer expectations. May resolve complicated issues involving customer service and/or researches governing policies, procedures or laws to respond to clients or visitors.
Description of Duties: • Under general supervision communications with the general public and internal and external stakeholders and provides accurate information and resolve complex inquiries related to GDOT services and programs. • Serves as a lead customer service resource by handling escalated concerns, interpreting policies and procedures and ensuring consistent service standards. • May provide guidance to team members and support special projects impacting service operations. • Provide assistance and problem resolution to claimants' employees /staff of other agencies and or the general public conducts research to compile information needed to generate reports accurately responds to questions and concerns for internal and external customers
AGENCY
MINIMUM QUALIFICATIONS
: • 1+ years of customer service experience • Demonstrated experience in a fast-paced customer service-oriented environment • Committed to providing quality customer service • Excellent communication skills and conflict-resolution skills • Ability to interact with all levels of internal and external customers, employees and senior management • Proficient in computer applications such as Microsoft Word, Excel, and PowerPoint software. • Good interpersonal skills with the demonstrated ability to relate well to employees from varied backgrounds and different situations • Ability to be flexible and handle multiple priorities and various tasks • Possesses good organizational skills; effectively managing own time and resources to ensure that work is completed efficiently • Able to manage high call volumes while maintaining professionalism
PREFERRED QUALIFICATIONS • One year of demonstrated experience in a fast-paced customer service-oriented environment in State Government • Familiarity of the Georgia Department of Transportation organizational structure • Certified Professional Customer Service (CPCS)
The role may be filled at the lower level based on applicant qualifications
High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.