Contact Center Specialist

3 weeks ago

Duluth, United States Georgia 811 Full time
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. In addition to the responsibilities of the Customer Service Representative, the CCS also is responsible for monitoring calls for quality assurance purposes and mentoring Customer Service Representatives.

Position Detail

RESPONSIBILITIES:

Handle a high volume of 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, damage notifications, etc. detailing the dig site location, locate instructions, 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 • Audits calls for technical proficiency based on quality policies and procedures set forth by Georgia 811 • Mentor new and existing representatives • 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 supervisor • All other duties as assigned

SUPERVISORY RESPONSIBILITY:

This position does not have supervisory responsibilities but will function as Acting Senior Contact Center Specialist when assigned.

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 Duluth office is required on occasion.

QUALIFICATIONS:

Must meet or be below Average Handle Time goal • Average QA score of 98% or higher, and a critical QA score of 99% or higher • Attendance in accordance with Georgia 811 policy • Strong listening and interpersonal skills • 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 50 WPM for extended periods of time- • Computer literate with the ability to learn customer service software applications and working knowledge of Microsoft Office (Word, Excel, Outlook, etc.) • Ability to work independently and as part of a team • Highly adaptable to change and ability to grasp complex instructions in a quick and efficient manner • Excellent organizational and time management skills • Always maintain a positive demeanor and remain calm under pressure • Must have reliable transportation to Duluth, GA

PHYSICAL REQUIREMENTS:

Ability to sit, stand, and walk for extended periods of time.

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