Customer Assurance Specialist - DWM CCC Back Office

General Description and Classification Standards

The Customer Assurance Specialist is responsible for supporting the DWM Customer Contact Center by auditing the accuracy and timeliness of service request 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 efficiencies and/or accuracy of service 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

Direction 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 for the Office of Customer Care and Billing Services providing offline support within a call center environment.
• Addresses and manages customer related issues that are received through various support channels such as phone, email, live chat, and online web-portal
• Uses knowledge base articles and resources to act as subject matter expert for the City of Atlanta Department of Watershed Management’s (DWM) mission, vision, values, operating procedures, and points of contact.
• Provides information about (DWM) processes, polices and account related concerns. Assists customers with addressing service, billing, payment and leak related complaints.
• Researches account records and various databases to resolve difficult customer inquiries or prepares documentation for Open Records Requests,
• Uses various computer systems and software to perform data entry functions such as; entering, retrieving, reviewing accuracy, and correcting customer data when necessary
• Collaborates with cross- functional teams to identify opportunities for process improvement and resolves complex customer impacting concerns
• Coordinates customer site visits when necessary
• Accurately documents and tracks customer interactions within account management systems and internal databases
• Evaluates and interprets adequacy of quality assurance standards for implementation
• Collects, analyzes, and prepares data reports to provide insights for business needs
• Participates in special projects to support needs of the team and perform other duties as required or assigned when necessary
• 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

Decision Making
Within Department policy, recommends best processes for record-keeping, analysis, information storage, employee training and monitoring and other department operations.
Leadership provided
May lead or instruct less experienced workers in understanding the business process etc.
Knowledge, Skills, and Abilities

• High school diploma or equivalent; Associate degree in business or related field preferred
• Must be able to perform each essential duty satisfactorily
• Critical thinking skills and attention to detail across the value stream
• Ability to objectively focus on process/procedural adherence and customer experience
• Ability to build effective professional relationships with the leadership team to foster a collaborative approach to escalating critical issues, analysis and action planning
• Organizational and time management skills; ability to meet deadlines and manage competing priorities
• Ability to effectively communicate in writing and verbally with all levels of the organization Ability to facilitate small teams in root causes analysis

Travel Requirements

Occasional travel may be required for training purposes

Preferred Education and Experience

Associate degree or higher 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.