Responsible for receiving and processing high-volume, inbound communications from multiple media sources from the general public, answering questions, and providing excellent customer service at a high level of professionalism within the guidelines of Augusta-Richmond County ordinances and department policies and procedures. Reports to the 311 Manager or other designated person and works with co-workers, the public, and employees to provide operational support. Responds to non-emergency calls when the EOC is activated, or a state of emergency is declared by the county.
KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS
- Answers telephone calls, checks emails and voice messages, accepts complaints, provides information, and resolves problems while exhibiting the highest level of customer service to internal and external customers.
- Provides support to other 311 team members based on level and area of expertise in certain disciplines.
- Works extended shift to support 27/4 operations when the EOC is activated, or a local state of emergency is declared by the county.
- Performs other duties of a similar nature or level as required.
POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:
- Answers calls in a high call volume call center setting.
- Respond to emails and creates request sent to 311@augustaga.gov
- Uses Customer Relations Management System / Customer Service Tracking software to research customer complaints.
- Create records of each call including the problem/complaint as well as the result.
- Educate customers on departmental policies and procedures as they are implemented and/or revised
- Creates work orders for various city departments and agencies as needed related to resolving the customer complaint.
- Utilize search engine to answer general questions and provide additional information as needed.
- Utilize Social Media Sites to respond to questions and request for service
- Provide follow-up via letter, phone or email as request are completed