Customer Service Specialist I - Bibb County, United States - GeorgiaGov

Description

ESSENTIAL DUTIES and RESPONSIBILITIES :

Assist with ensuring satisfaction of agreed-upon metrics as determined by the Call Center Manager.

Assist with routine, complex and escalated calls and maintain updated records of the same.

To utilize the system and recognize the need to act with a sense of urgency.

Identify and alert appropriate points of contact regarding recurring technological or administrative issues.

Ensure weekly phone calls are achieved by meeting goals to include AHT as assigned on the phone, within our policies and procedures and leading by examples through your call metrics.

Serve as initial point of telephone contact for calls received in the Secretary of State Call Center.

Provide friendly and knowledgeable customer service in an informative and efficient manner.

Maintain updated knowledge of all SOS policies and procedures as well as SOS division-specific subject matter when providing assistance to customers.

Access available, approved resources to aid in provide superior customer service.

Ensure that the expected goals and metrics are achieved.

Identify and alert appropriate points of contact regarding recurring technological or administrative issues.

Accurately document and update records to reflect communications with customers.

Perform other related duties as assigned.

SUPERVISION REQUIREMENTS : None PREFERRED QUALIFICATIONS: EDUCATIONAL REQUIREMENTS : High School Diploma or recognized equivalent.

Bachelor's degree in a related field from an accredited college or university AND Two years of related experience, One year of which in a supervisory position OR Associate's degree in a related field from an accredited college or university AND Five years of related experience, Two years of which in a supervisory position OR Six years of related experience, Three years of which in a supervisory position OR One year of experience at the lower level (RCT012) or position equivalent.