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Call Center Agent

2 months ago

Atlanta, United States nLeague Full time
Job DescriptionJob Description

Job Id: 54852

Position: Call Center Agent

Department: Atlanta public Scools - IT

Location: 1661 Metropolitan Parkway Atlanta, Georgia 303-0000

Duration: 12+ Months

Shift : M-F (5:30 AM to 7:00 PM ) (Any shift in between)

Purpose:

  • The Atlanta Public School System is seeking the temporary services of multiple Transportation Call Center Contact Agents to provide direct first-line level 1 service desk support to APS schools and administrative locations.

Summary:

  • The Transportation Call Center Contact Agent will work with a team of other Transportation Call Center Contact Agents, under the general supervision of a Transportation Call Center Contact Agent Lead and a Transportation Manager who is responsible overall for the Call Center operations.
  • Depending on the proficiency and level of expertise, the Transportation Call Center Contact Agent may be selected to be part of the level 2 support (within the service desk) to provide expert support to other analysts for critical issues or applications.

Scope of Work/Key Responsibilities:

  • Monitor answer telephone system and take calls from Parents, Schools, Citizens
  • Make return calls to Parents, Schools and Citizens.
  • Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact
  • Escalate incidents as dictated.
  • Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
  • Remotely connect to user computers and assist with resolving issues as necessary.
  • Perform proactive support activities including but not limited to: Provide support for APS IT projects (as needed).
  • Installing and setting up Air Watch on mobile devices
  • Ensuring that antivirus software installed on all machines and scans are completed routinely.
  • Update user and asset information in database (as necessary)
  • Follow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient.
  • Maintain exceptional customer service posture at ALL TIMES.
  • Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes.
  • Record and submit checklists or other documentation as may be required

Skills and Qualifications:

  • 3+ years' work experience (minimum) 5+ years preferred:
  • Strong customer service skills and phone etiquette
  • Maintain confidentiality
  • Prior experience with data entry on databases important
  • Prior experience in a call center preferred.
  • Must have clean criminal record with the ability to pass finger-print background check
  • Must be authorized to work in the Unites States.

Personal Attributes:

  • Creativity and strong attention to detail
  • Ability to work effectively on tight deadlines, as necessary
  • Excellent command of English language
  • Excellent command of Spanish Language preferred
  • Oral and written communication skills
  • Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
  • Ability to work under pressure and stay calm/focused when working with irate customers or users
  • Positive, productive team player
  • Desire to learn new skills and improve

Education/Training:

  • Minimum of Associate degree (preferred)
  • 3+ years' experience in customer service telephone call center. Equivalent combination of education and experience will be considered.

Work:

  • This work will be completed on-site at the Atlanta Public Schools Transportation Department, Metropolitan Compound, 1661 Metropolitan Parkway SE, Atlanta, GA, 30316.
  • The Transportation Call Center Contact Agent would need to work any shift M, T, W, TH, F (between the hours of 5:30 a.m. 7 p.m.), except on district holidays. Parking will be off-site.

Leadership:

  • The Transportation Call Center Contact Agent will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Specialist who has overall responsibility for the Service Desk Operations.
  • He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.