Senior Contact Center Specialist

Georgia 811 is a communication system established to provide one telephone number for excavating contractors and the general public notify utilities of their intent to use mechanized and/or non-mechanized equipment for excavation, tunneling, grading, boring, blasting, demolition or any similar work. This one call system provides the participating utility members an opportunity to locate and identify their underground facilities. We are a non-profit association funded by our member utilities and located outside of Atlanta, in Duluth, GA. Learn more about the company on www.georgia811.com.

Position Summary

Answer incoming calls from members, contractors, and the general public to produce accurate and high quality locate requests and other notifications in accordance with Georgia 811 business plans and state laws.  This position is an integral part of protecting utilities from damage and excavators from harm.  In addition to the responsibilities of the customer service representative and CCS, the senior CCS is a liaison between contact center agents and supervisors. Senior CCS are responsible for monitoring calls for quality assurance purposes.

Position Detail

Responsibilities:

• Audits calls for technical proficiency based on quality policies and procedures set forth by Georgia 811
• Develops and conducts training and mentoring of new and experienced agents
• Prepares reports of quality assurance or unit results for management
• Handles ACD calls from members, contractors and the general public when called upon in an above average manner
• Schedule, train, and coach Contact Center Specialist
• Finds exact locations on available maps in an expeditious manner and record data accurately as provided by callers for all request types
• Assists dissatisfied callers and provide help in resolving complaints and other issues
• Communicates with members, vendors, excavators and other users of the contact center professionally and courteously
• Maintains good working knowledge of all systems in the office and with telecommuters
• Performs testing functions prior to new releases of software when required
• Keeps current with industry information through all available and pertinent materials
• Maintains and improves quality results by adhering to standards and guidelines
• Analyzes data, draw conclusions and make recommendations
• Attends training classes for personal development and performance meetings as required
• Other duties as assigned

SUPERVISORY RESPONSIBILITY

• This position does not have supervisory responsibilities but will function as Acting Supervisor when the Supervisor is unavailable.

POSITION TYPE AND TRAVEL

• This is a full-time position. Days and hours of work are Monday through Friday, generally during normal business hours
• Overtime may be required on occasion
• Travel to the Duluth office may be required on occasion

Qualifications:

• Minimum 3 years of experience in a busy customer service contact center environment
• Above average reading, writing, and math skills required. This is normally acquired through a high school diploma or equivalent.
• Good understanding of the GUFPA, the High Voltage Safety Act, GPSC Rules, and Georgia 811 policies and procedures
• Ability to work independently and as part of a team
• Computer literate with the ability to resolve minor technical difficulties – Georgia 811 internal systems, Microsoft Office products (Word, Excel, Outlook, etc.), internet skills, and mapping skills
• Always maintain a positive demeanor and remain calm under pressure
• Strong listening and interpersonal skills
• Must be friendly, confident, energetic and patient
• Must have a positive attitude and be self-motivating
• Above average critical thinking, problem analysis and problem solving skills
• Ability to make informed decisions and judgments
• Excellent organizational and time management skills
• Ability to handle multiple priorities, work quickly and handle stressful situations appropriately
• Must be professional in appearance and demeanor
• Must have reliable transportation to Duluth, GA

Physical Requirements:

• Ability to sit, stand, and walk for extended periods of time (4-6 hours).
• Repetitive motions may also be required, such as: wrist / hand movements, grasping, and finger dexterity (as in typing, writing, faxing, filing papers, etc.)
• Ability to observe and view details at close range (within a few feet of the observer).
• Ability to communicate information so others will understand. Must be able to exchange accurate information in these situations.