ATL311 Team Lead (Escalations)

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

Job summary

City Of Atlanta Careers is seeking an Escalations and Back Office Team Lead for the Department of Customer Service (ATL311) in Atlanta. You will oversee escalations across channels, ensuring timely resolution and adherence to policies.

You will also guide the back-office team and collaborate with the Communications Specialist to maintain high-quality service and performance standards for the department.

Responsibilities

• Process department-wide escalations received via email and other channels.
• Lead the back office team to uphold high-quality customer service standards and comply with departmental policies.

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.