Customer Assurance Specialist (Adjustment Processing Group)

Posting expires: April 4, 2024

Salary range: $42,434 - $70,690

At the City of Atlanta, we are passionate about building and improving our community. Our police officers, firefighters and building inspectors keep our citizens safe. Our Public Works staff keeps our City clean and helps maintain, build and improve our City’s infrastructure. Our City planners help envision and shape future City growth. Our Parks & Recreation professionals enhance our quality of life.

Our engineers help keep our drinking water clean, the largest airport in the world (by passenger volume) operating and our buildings maintained. Along with the host of Finance, Procurement, and Human Resources professionals whose support is vital, we are the City of Atlanta! If you are seeking a meaningful role where you can make a real difference improving and growing our City, we welcome you to explore the job opportunities we have to offer.

General Description and Classification Standards: The Customer Assurance Specialist is responsible for auditing the accuracy and timeliness of adjustment requests on behalf of the department. Responsible for periodic review of departmental internal control procedures. Reviews business processes in order to identify and recommend process improvements that will increase efficiency and/or accuracy of adjustment requests, etc. Responsible for ensuring customer service meets the established standards of excellence. Monitors performance by measuring both quality and accuracy in our department. Ensures the handling of inquiries from initiation to completion. Supervision received is very general and focuses on the end results and establishing/ensuring the customer service experience is a positive one.

Essential Duties & Responsibilities: Serves as a representative and a point of contact for Office of Customer Care and Billing Services for customer service related concerns, interprets and implements quality assurance standards, evaluates adequacy of quality assurance standards, documents internal audits and other quality assurance activities, analyzes data to identify areas for improvement in the quality system, investigates adjustment requests, coordinates and performs site visits when necessary, monitors accounts, sends resolution letters to communicate the outcomes of adjustment requests, assures ongoing compliance with the Atlanta City Code, maintains a working knowledge of all Customer Care and Billing Services policies and procedures in existing business systems related to the auditing process, recommends changes to audit tools or methods based on policy, procedure and/or system changes, and participates in special projects and must perform other duties as required or assigned. At times, this position may assist with training of staff and new hires.

Knowledge, Skills, and Abilities: High school diploma or equivalent. Associates degree in business or related field is preferred. Must be able to perform each essential duty satisfactorily. Critical thinking skills and attention to detail are essential. Ability to objectively focus on process/procedural adherence and customer experience is required. Must have the ability to build effective professional relationships with the leadership team to foster a collaborative approach to escalating critical issues, analysis, and action planning. Must have great organizational and time management skills to meet deadlines and manage competing priorities. Must have the ability to effectively communicate in writing and verbally with all levels of the organization.

Minimum Qualifications Education and Experience: 5 -10 years of experience resolving customer complaints in a professional setting and extensive knowledge of processes/procedures. Must have the ability to demonstrate excellence in customer service in your previous/current role. Must have knowledge of spreadsheets, word processing and data entry. Exposure to various software systems such as Enquesta, Hansen and ATLserv. Travel may be required for training purposes.

Preferred Education and Experience: Associate degree in business or related field and 10 years of experience resolving customer complaints in a professional setting.

Licensures and Certifications None formally required

Essential capabilities and Work Environment Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.