Lead, Escalations & Back Office - Customer Service

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

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.