Customer Assurance Specialist - DWM CCC Back Office
Company: City of Atlanta
Location: Atlanta
Posted on: May 4, 2024
Job Description:
General Description and Classification StandardsThe Customer
Assurance Specialist is responsible for supporting the DWM Customer
Contact Center by auditing the accuracy and timeliness of service
request on behalf of the department. Responsible for periodic
review of departmental internal control procedures. Reviews
business processes in order to identify and recommend process
improvements that will increase efficiencies and/or accuracy of
service requests, etc.Responsible for ensuring customer service
meets the established standards of excellence. Monitors performance
by measuring both quality and accuracy in our department. Ensures
the handling of inquiries from initiation to completion.Supervision
ReceivedDirection received is very general and focuses on the end
results and establishing/ensuring the customer service experience
is a positive one.Essential Duties & Responsibilities
- -Serves as a representative for the Office of Customer Care and
Billing Services providing offline support within a call center
environment.
- -Addresses and manages customer related issues that are
received through various support channels such as phone, email,
live chat, and online web-portal
- -Uses knowledge base articles and resources to act as subject
matter expert -for -the City of Atlanta Department of Watershed
Management's (DWM) mission, vision, values, operating procedures,
and points of contact.
- -Provides information about (DWM) processes, polices and
account related concerns. Assists customers with addressing
service, billing, payment -and leak related complaints. -
- -Researches account records and various databases -to resolve
difficult customer inquiries or prepares documentation for Open
Records Requests,
- -Uses various computer systems and software to perform data
entry functions such as; entering, retrieving, reviewing accuracy,
and correcting customer data when necessary
- -Collaborates with cross- functional teams to identify
opportunities for process improvement and resolves complex customer
impacting concerns
- -Coordinates customer site visits when necessary
- -Accurately documents and tracks customer interactions within
account management systems and internal databases
- -Evaluates and interprets adequacy of quality assurance
standards for implementation
- -Collects, analyzes, and prepares data reports to provide
insights for business needs
- -Participates in special projects to support needs of the team
and perform other duties as required or assigned when
necessary
- -Maintains a working knowledge of all Customer Care and Billing
Services policies and procedures in existing business systems
related to the auditing process. Recommends changes to audit tools
or methods based on policy, procedure and/or system changesDecision
MakingWithin Department policy, recommends best processes for
record-keeping, analysis, information storage, employee training
and monitoring and other department operations.Leadership
providedMay lead or instruct less experienced workers in
understanding the business process etc.Knowledge, Skills, and
Abilities
- -High school diploma or equivalent; Associate degree in
business or related field preferred
- -Must be able to perform each essential duty
satisfactorily
- -Critical thinking skills and attention to detail across the
value stream
- -Ability to objectively focus on process/procedural adherence
and customer experience
- -Ability to build effective professional relationships with the
leadership team to foster a collaborative approach to escalating
critical issues, analysis and action planning
- -Organizational and time management skills; ability to meet
deadlines and manage competing priorities
- -Ability to effectively communicate in writing and verbally
with all levels of the organization Ability to facilitate small
teams in root causes analysisMinimum Qualifications-Education and
Experience
- -5 -10 years of experience resolving customer complaints in a
professional setting
- -Deep knowledge of processes/procedures
- -Demonstrated excellence in customer service in your
previous/current role
- -Knowledge of spreadsheets, word processing and data entry
- -Exposure to various software systems such as EnQuesta, Hansen
and ATLServ, ProcedureFlowTravel RequirementsOccasional travel may
be required for training purposesPreferred Education and
ExperienceAssociate degree or higher in business or related field
and 10 years of experience resolving customer complaints in a
professional settingLicensures and CertificationsNone formally
requiredEssential capabilities and Work EnvironmentRequired
physical, lifting, and sensory capabilities are requirements to
perform the job successfully. Typical environmental conditions
associated with job.
Keywords: City of Atlanta, Atlanta , Customer Assurance Specialist - DWM CCC Back Office, Administration, Clerical , Atlanta, Georgia
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