Customer Service Administrator

DeKalb County • Stone Mountain, GA

5h

About The Position

The purpose of this classification is to plan, organize and supervise personnel
in the provision of customer service functions to resolve problems and
complaints in assigned department.

The following duties are normal for this position. The omission of specific
statements of the duties does not exclude them from the classification if the
work is similar, related, or a logical assignment for this classification. Other
duties may be required and assigned.

Requirements

• Bachelor's degree in Business/Public Administration or a related field required
• Five years of experience in customer service which includes one year at the supervisory level
• Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
• Must possess and maintain a valid Georgia driver’s license.

Responsibilities

• Supervises, directs, and evaluates assigned staff
• Develops and oversees employee work schedules to ensure adequate coverage and control
• Compiles and reviews timesheets
• Approves/processes employee concerns and problems and counsels or disciplines as appropriate
• Assists with or completes employee performance appraisals
• Directs work
• Acts as a liaison between employees and management
• Trains staff in operations, policies, and procedures
• Oversees employee disciplinary action and other employees' issues.
• Resolves both internal and external customer service issues
• Reviews and resolves all customer complaints submitted online, from Dispatch, the CEO Office, Director's Office, Assistant Director, and Commissioners' Offices
• Resolves internal complaints concerning customer service, dispatch, billing, and data entry.
• Performs claims investigation and management.
• Develops short-term and long-range plans for the department.

What This Job Offers

• Job Type: Full-time