Customer Service Representative II

Job Title

Customer Service Representative, Sr.

Hours per week (If Part Time)

40+

Department Name

Atlanta Department of Labor and Employment Services (ADOLES)

Essential/Non-Essential

Essential

Division Name Position TypeFull Time/ RegularReports toExecutive Director of Workforce Services LocationAtlanta, GeorgiaFull or Part TimeFull TimeTelework Eligibilityn/aPay Grade/ Salary Range

G.12

FLSA StatusExemptSUMMARY of duties

About Atlanta Department of Labor and Employment Services

A customer service representative will be the first point of contact for the Atlanta Department of Labor and Employment Services (ADOLES). The customer service representative will greet participants and guests and direct them to services and staff as appropriate. The individual will also coordinate front-desk activities, including distributing correspondence, directing phone calls, and providing administrative support for the department as it engages with visitors.

The customer service representative must maintain a cordial, welcoming setting and must be able to assist guests in a timely and efficient manner. An ideal candidate for this position will have an ability to multitask and be able to deal effectively with unexpected tasks or occurrences. Ultimately, the individual's duties and responsibilities are to ensure that the front desk welcomes guests positively and executes all administrative tasks to the highest quality standards.

MAJOR DUTIES AND RESPONSIBILITIES

List the essential job duties that are specific to the position. These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Greet and welcome guests upon arrival

• Direct visitors to the appropriate person and office

• Answer, screen, and forward incoming calls

• Assist with staff appointments, as needed

• Maintain a department calendar and assist with facility/program-related schedules

• Ensure reception area is tidy and presentable, with materials ready to assist guests

• Provide basic and accurate information regarding the department's services (via telephone, email, or in-person)

• Receive, sort, and distribute daily mail/deliveries

• Assist with office supply orders, as required

• Perform clerical tasks to support the general operations of the department. May include photocopying, record retention, scheduling, and other duties as assigned

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge, Skills, And Abilities

• Proficiency with Microsoft Office Suite
• Hands-on experience with office equipment
• Professional demeanor and comportment
• Customer-focused approach to tasks
• Solid written and verbal communication skills
• Ability to be proactive and resourceful when issues arise
• Keen organizational skills
• Multi-tasking and strong time management skills

QUALIFICATIONS AND EDUCATION REQUIREMENTS

A high school diploma or general education degree (GED) and a minimum of two (2) years of related experience; or

Five (5) years equivalent combination of education and experience.

Special Requirements

n/a