Customer Service Representative I (Temporary Position)

Job Description

This is a temporary position and is not guaranteed to convert to a permanent role. Candidates should be comfortable with a short-term assignment.

Salary range: $55,000-$60,000

Posting expires: April 24 2026

General Description and Classification Standards:

This is an entry and basic working level position responsible for providing information and assistance to the public, including customers, constituents, and other stakeholders, in person or by phone, email, or written correspondence.

This role requires a high standard of professionalism and customer service, with the ability to engage a diverse, global audience, including high-profile individuals. The incumbent will demonstrate strong interpersonal skills, sound judgment, and cultural awareness when addressing inquiries and resolving concerns.

Responsibilities include determining the nature of problems or requests and responding directly or directing individuals to the appropriate resource. Duties include, but are not limited to, assisting customers, preparing reports and documents, and providing accurate and timely information.

Supervision Received:

Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks .

Responsibilities

Essential Duties and Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written inquiries relating to city services.
• Provides professional and courteous assistance to a wide range of customers, including diverse and international populations.
• Interacts with VIPs, dignitaries, and senior stakeholders with confidence, professionalism, and discretion.
• Exercises sound judgment, diplomacy, and discretion in handling sensitive or high-visibility interactions.
• Researches, gathers, and enters all pertinent facts pertaining to inquiries into a database during requests.
• Refers complex, sensitive, or high-profile matters to senior representatives or supervisors as appropriate.
• Reads and applies various documents, such as procedures and guidelines, to work situations.
• Advises departmental personnel, customers, and stakeholders on the status of cases and makes referrals to other agencies as appropriate.
• Advises departmental personnel on appropriate steps to resolve issues, take action, or refer to other resources, based on customer interaction.
• Works cooperatively with administration and staff to support service delivery.
• May perform 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:

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Demonstrates strong interpersonal and customer service skills, with the ability to effectively engage a diverse, global audience.
• Maintains a professional presence, with confidence and composure when interacting with VIPs, dignitaries, and senior stakeholders.
• Ability to exercise discretion, diplomacy, and sound judgment in handling sensitive or high-profile interactions.
• Exhibits cultural awareness and sensitivity, with an understanding of international customs, etiquette, and protocol.
• Ability to communicate clearly and professionally, both verbally and in writing, across a wide range of audiences.
• Ability to listen actively and determine the nature of inquiries or concerns.
• Ability to remain calm and professional in fast-paced or high-demand environments.
• Skill in documenting customer interactions and maintaining accurate records.
• Ability to use customer service software and departmental information systems.
• Ability to read and interpret instructions, processes, regulations, and guidelines.
  
  

Qualifications

Minimum Qualifications:

Education and Experience - High school diploma and 2 years of work experience in customer service at the level of Customer Service Representative.

Licensures and Certifications - None required.

Preferred Requirements:

• Experience working with diverse or international populations
• Experience supporting high-visibility environments or executive-level interactions
  
  

Work Environment:

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Be prepared to stand and walk for extended periods of time. Typical environmental conditions associated with the job.

Lifting Requirements:

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.