Customer Support Assistant

Salary Range: $33,444 - $53,845

Purpose of Classification:

The purpose of this classification is to oversee and monitor call center staff utilizing Avaya and Oracle systems. Utilize established S.O.P to ensure delivery of accurate information to internal and external customers. Evaluate and resolve internal and external customer complaints and inquiries in a timely manner via email and phone. Provide and maintain reports for 311 Oracle system and Avaya phone system to immediate supervisors.

Essential Functions

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Leads and coordinates daily work activities of assigned crew or co-workers; confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers, assists with complex/problem situations, and provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment; assists with supervision of co-workers by reporting employee problems and providing input on disciplinary action and employee performance evaluations.

Receives inquiries via email, phone and direct contact; responds to internal and external customers and the general public regarding service, billing, and other issues; acts as liaison between call center and field personnel, prioritizes and manages urgent issues; and uses tact and courtesy to ensure timely resolution of customer concerns.

Processes a variety of documentation associated with department/division operations, within designated time frames and per established procedures; receives and reviews various documentation, including phone and email inquiries and service requests; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation, including interaction with employees, field service technicians and the general public; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hard copy records.

Operates or uses various equipment, including a personal computer to enter, retrieve, review or modify data; utilizes Oracle, CPak and Sof-Pak and CMS Avaya systems for data entry, retrieval and research; establishes and processes 311 requests and utilizes word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.

Minimum Qualifications:

High school diploma or GED, preferred; two years of experience with call center or customer service; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license.