Atl311 Supportive Services Call Center Representative Ii

Salary is Commensurate with Experience
Posting is Open Until Filled
General Description and Classification Standards
Under the general supervision of the ATL311 Supportive Services Portfolio Manager, a Customer Service Representative (CSR) Level II provides a broad range of customer service support under the Supportive Services Team. The Supportive Services team partnered with Policing Alternatives and Diversion Initiative (PAD) for a Community Referrals program. The purpose of the Community Referrals program is to provide residents the option of reporting non-emergency areas of concern related to substance abuse, mental health, and/or poverty with the Supportive Services team serving as the non-emergency point of contact for these calls. This position is responsible for assessing community referrals and coordinating immediate responses or outreach requests for community referrals with PAD and/or partnering agencies. Collaborate with other social service and human service organizations to provide support for the customer requesting assistance. Research and establish partnerships with human service providers. The community referrals could be complex and may require greater sensitivity. Additionally, the incumbent will be responsible for handling customer call-back requests when first-call resolution (FCR) was not plausible. The CSR Level II may occasionally assist in other capacities including Team Lead, Quality Assurance, and Training. Training Hours: 8:00-5:00 Work Schedule: 10:00 am - 7:00 pm, Monday - Friday.
Supervision Received
This position reports to the ATL311 Supportive Services Portfolio Manager and receives guidance regarding overall mission, short and long-term objectives, scheduling, and unusual priorities, and is expected to structure their workday to accomplish established goals and objectives by direction from the management team. This position is not considered a management-level position. Essential Duties & Responsibilities: These are typical responsibilities for this position and should not be construed as exclusive or all-inclusive. May perform other duties as assigned. The CSR Level II is assigned to the Supportive Services Team and processes inbound community referrals, as well as makes outbound calls to provide follow-up and resolution.
Decision Making
Follows standardized procedures and written instructions to accomplish assigned tasks Adheres to organizational policies and procedures. Leadership Provided Does not have any supervisory authority over a workgroup. Knowledge, Skills & Abilities Strong analytical and problem-solving skills Exhibit a high degree of experienced independent judgment. Display good judgment, courtesy, and tact when communicating with others Extensive knowledge of human service concerns. Ability to work various shifts, Strong business writing and Strong written and oral communication skills Strong computer skills with proficiency in Microsoft Office
Minimum Qualifications Education and Experience
Associate's Degree in a human service-related field or higher and an equivalent combination of education and experience may be substituted.
Preferred Education & Experience
Five (5) years of human service experience, preferably in a Contact Center; Spanish a plus. 3 years experience in Municipal government Intermediate to advanced experience using Microsoft Suite, and SharePoint CRM application. Vast knowledge of diversion programs, shelters, and crisis response teams.
Licensures and Certifications None required.
Essential Capabilities and Work Environment This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and/or times when the City would otherwise be closed.