Customer Assurance Specialist (ATLDOT)

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. Our Atlanta Department of Transportation team 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.

Posting Expires:  8/21/2024

Salary:  $58,542.45

General Description and Classification Standards 

The Customer Assurance Specialist is responsible for 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 and a point of contact for Office of Customer and Business 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 customer complaints and non-conformance issues Coordinates and performs site visits when necessary Develops, recommends and monitors corrective and preventive actions Prepares reports to communicate outcomes of quality activities Assures ongoing compliance with quality and industry regulatory requirements Maintains a working knowledge of all Customer and Business 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 Participates in special projects and must perform other duties as required or assigned 

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 

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 

Minimum Qualifications - Education and Experience

High school diploma or equivalent; associate’s degree in business or related field preferred.

5 -10 years of experience resolving customer complaints in a professional setting 

Deep knowledge of processes/procedures Demonstrated excellence in Customer Service in your previous/current role. 

Knowledge of spreadsheets, word processing and data entry 

Exposure to various software systems such as Enquesta, Hansen and Siebel 

Travel Requirements Occasional travel may be required for training purposes 

Preferred Education and Experience 

Associate’s degree in business or related field and 10 years of experience resolving customer complaints in a professional setting 

Licensures and Certifications <