ATL311 Team Lead (Escalations)

City of Atlanta, GA; Atlanta (GA); On-site; USD 50,000 - 57,000; Full time

Job summary

City of Atlanta is seeking an Escalations and Back Office Team Lead for the Department of Customer Service (ATL311) to drive productivity, performance, and customer service excellence. You will process escalations across channels and help lead the back office team to maintain high standards and compliant procedures.

You will report to the Customer Service Delivery Manager and supervise the ATL311 Escalations team, ensuring alignment with department policies and service targets.

Qualifications

• Experience processing department-wide escalations via multiple channels.
• Supervise and guide the ATL311 Escalations team and uphold departmental policies.

Responsibilities

• Process department-wide escalations received via email and other channels.
• Assist the Communications Specialist in leading the back office team to ensure high-quality customer service standards.
• Uphold departmental policies and procedures.

Skills

Escalation management

Leadership

Customer service

Job description

Salary Range: $50,000 – 56,800.00 annually

Position open until filled

General Description and Classification Standards

As the Escalations and Back Office Team Lead for the Department of Customer Service (ATL311), you will play a crucial role in ensuring the productivity, performance, and customer service excellence of the department.

Your primary responsibility will be to process all department wide escalations received via various contact channels including email. You will also assist the Communications Specialist in leading the back office team to ensure high-quality customer service standards, and uphold departmental policies and procedures

Supervision Received

This position reports directly to the Customer Service Delivery Manager and provides supervision and guidance to the ATL311 Escalations team.