What are the responsibilities and job description for the Customer Service Administrator position at DeKalb County Government?
Job Description
Salary Range: $64,893 - $104,479 Salary Grade: 21 FLSA: Exempt
Purpose Of Classification
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.
Essential Functions
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.
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; and trains staff in operations, policies, and procedures; and 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; and 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.
Minimum Qualifications
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; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.
Salary Range: $64,893 - $104,479 Salary Grade: 21 FLSA: Exempt
Purpose Of Classification
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.
Essential Functions
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.
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; and trains staff in operations, policies, and procedures; and 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; and 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.
Minimum Qualifications
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; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.
Salary : $64,893 - $104,479