ATL311 Call Center Representative I

City Of Atlanta Careers; Atlanta (GA); On-site; USD 23,000 - 32,000; Part time

Benefits offered by this job

Flexible scheduling

Paid holidays

Annual leave

Sick leave

Health benefits (dental, vision, andRx

Retirement savings

Job summary

City of Atlanta Careers is seeking a Customer Service Representative to support residents through calls, chats, email and social platforms. You will help navigate city services, file requests, and coordinate with city agencies to resolve issues.

The role emphasizes problem solving, clear communication, and a strong customer-service approach to deliver accessible city services and accurate information to Atlantans.

Qualifications

• Experience delivering resident-focused service across multiple channels.
• Ability to remain helpful and patient when handling inquiries.
• Familiarity with public-service processes and city programs a plus.

Responsibilities

• Assist residents via calls, chats, email and social media.
• Navigate city services and programs for residents.
• File service requests and connect residents with the appropriate city agencies.
• Investigate and resolve complaints or escalations.

Skills

Customer service

Communication skills

Problem solving

Tools

Calls

Chats

Email

Social media

Job description

Posting: Open Until Filled

Salary: $20.40/hr

General Description and Classification Standards

A career in public service can be one of the most fulfilling and rewarding paths for someone beginning their career. It offers an opportunity to serve people rather than focus solely on profits.

In October 2014, the City of Atlanta launched the Department of Customer Service/ATL311 (DCS/ATL311), a consolidated call center created to make city government more accessible and responsive. Residents can use one number to request non-emergency city services and obtain information.

The heart of DCS/ATL311 is its team of Customer Service Representatives (CSRs), who assist residents through calls, chats, email, and social media. Working as a CSR offers an excellent entry point into public service. You will join a dynamic, award-winning team of problem solvers committed to delivering outstanding Customer Experiences.

Each day, you will help Atlantans

• Navigate city services and programs
• File service requests
• Connect with city agencies

As a city employee, you will receive on day 1:

• A competitive salary
• Flexible scheduling, including part-time opportunities
• Paid holidays, annual leave, and sick leave
• Health benefits, including dental, vision, and prescription-drug coverage
• Retirement savings plans
• Determines nature of problem or request and responds or directs individual to correct resource.

Duties include but are not limited to investigating and resolving complaints; resolving escalations, assisting customers; preparing reports and documents; and providing information.

As an essential City of Atlanta employee, attendance is mandatory and critical to our success. During your onboarding, you are expected to actively participate in training without any interruptions.

Supervision Received:

This position reports to the ATL311 Customer Service Center Supervisor. Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks.