Customer Service Representative

1 week ago

Duluth, United States Georgia 811 Full time
Job DescriptionJob DescriptionSalary:

Georgia 811 is a communication system established to provide one telephone number for excavating contractors and the general public notify utilities of their intent to use mechanized and/or non-mechanized equipment for excavation, tunneling, grading, boring, blasting, demolition or any similar work. This one call system provides the participating utility members an opportunity to locate and identify their underground facilities. We are a non-profit association funded by our member utilities and located outside of Atlanta in Duluth, GA. Learn more about the company on www.georgia811.com.


Position Summary: Answer calls from members, contractors, and the public to produce accurate and high quality locate requests and other notifications in accordance with Georgia 811 business plans and state laws.  This position is an integral part of protecting utilities from damage and excavators from harm. 


Responsibilities: 

  • Answer a high volume of phone calls in a timely manner
  • Route calls to appropriate departments, teams or staff members when necessary
  • Provide superior customer service and meet quality requirements based on explicit criteria set forth by Georgia 811
  • Educate callers on the process of locating facilities and handle calls involving damage to utilities, emergencies, etc.
  • Document and verify all call information according to standard operating procedures
  • Research required information using available resources, when appropriate
  • Act as a liaison between the public and the utility facility members by submitting locate tickets detailing the dig site location, contact information, etc.
  • Troubleshoot caller issues and complaints by determining if there can be an immediate resolution to an issue or if that issue should be escalated to supervisor
  • Understand and adhere to Georgia 811 policies that pertain to PTO, attendance, dress code, etc.
  • Attend training and performance meetings as required
  • Help maintain communication equipment and report problems with equipment to the supervisor
  • Other duties as assigned


Supervisory Responsibility: This position does not have any supervisory responsibilities.


Position Type and Travel:

  • This is a full-time position. Days and hours of work are Monday through Friday, generally during normal business hours
  • Overtime may be required on occasion.
  • Travel to the Duluth office is required on occasion.


Qualifications:

  • Minimum of 1 year experience in a busy customer service contact center environment
  • Basic reading, writing, and math skills required. This is normally acquired through a high school diploma or equivalent.
  • Strong listening and interpersonal skills
  • Must be friendly, confident, energetic and patient
  • Must have a positive attitude and be self-motivating
  • The offered customer service should be of highest quality – articulate, accurate, polite and competent
  • Duties require professional verbal and written communication skills and the ability to type 35 WPM
  • Computer literate with the ability to learn customer service software applications and working knowledge of Microsoft Office (Word, Excel, Outlook, etc.)
  • Ability to read and interpret maps and computer-based mapping systems a must
  • Highly adaptable to change and ability to grasp complex instructions in a quick and efficient manner
  • Excellent organizational and time management skills
  • Maintain a positive demeanor at all times and remain calm under pressure
  • Must have reliable transportation to Duluth, GA
  • Fluency in Spanish, as well as English, is preference


Physical Requirements: 

  • Ability to sit, stand, and walk for extended periods of time. 
  • Repetitive motions may also be required, such as: wrist / hand movements, grasping, and finger dexterity (as in typing, writing, faxing, filing papers, etc.)
  • Ability to observe and view details at close range (within a few feet of the observer).
  • Ability to communicate information so others will understand. Must be able to exchange accurate information in these situations.


Job Type: Full-time

Pay: $16.40 per hour for English-only-speaking candidates / $18.40 for bilingual candidates


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