GST120, Customer Service Representative 1

Pay Grade F

Job Salary $35,000.00

Description of Duties: Under direct supervision, works and communicates with the general public, internal customers and/or external customers to provide information and services targeted to meet customer expectations. Analyzes problems, questions, issues, etc and develops and reports recommendations for resolving them. Conducts research to compile information needed to generate reports, complete projects and accurately respond to questions and concerns. Provides assistance and problem resolution to claimants, employers, staff, other agencies, and/or the general public. Researches and/or resolves program or client issues or questions May represent the manager in various matters. Receives additional training, as required, to gain full proficiency and experience in all areas

Job Specific Duties: Under direct supervision of the customer service supervisor, works and communicates with the general public and internal and/or external customers to provide information in response to inquiries, concerns and requests about Georgia DOT products and services.  Greets and registers visitors in customer service database. Provide assistance and problem resolution to employees, other agencies, and/or the general public. Assist with special projects in various areas of Human Resources.

MINIMUM QUALIFICATIONS

The selected candidate must meet the advertised minimum qualifications to include State Entry Qualifications as well as Agency Specific Minimum Qualifications

STATE ENTRY QUALIFICATIONS:

·         High school diploma/GED and one (1) year of experience communicating information in a customer service setting are required.

AGENCY SPECIFIC MINIMUM QUALIFICATIONS:

·         Demonstrated experience in a fast-paced customer service oriented environment

·          Committed to providing quality customer service

·         Excellent communication skills

·         Ability to interact with all levels of internal and external customers, employees and senior management

·         Proficient in computer applications such as Microsoft Word, Excel, and PowerPoint software.

·         Good interpersonal skills with the demonstrated ability to relate well to employees from varied backgrounds and different situations

·         Ability to be flexible and handle multiple priorities and various tasks

·         Possesses good organizational skills; effectively managing own time and resources to ensure that work is completed efficiently

·         Ability to streamline processes to make operations more effective and efficient

AGENCY SPECIFIC PREFERRED QUALIFICATIONS:

·         One year of demonstrated experience in a fast-paced customer service oriented environment in  State Government

·         Familiarity of the Georgia Department of Transportation organizational structure

IMPORTANT INFORMATION FOR ALL GDOT JOBS

The interview is just one part of the overall selection process and is not the only criteria used to make the final selection.  In addition to the interview, the final selection is based on the applicant’s work history and performance (documented in HR and/or Office files), PeopleSoft/employee status (i.e. rehire code), employee performance reviews, personnel file review (HR & Office Files), criminal background check, employment reference checks (including references and commendations from Managers and other relevant documentation) and, for supervisory positions, demonstrated leadership skills based on past and current work history will be considered.  

Good Employment Standing:

In accordance with the Interview and Selection Process (ISP), an applicant must have no active disciplinary actions to be in good employment standing.  Actions that may disqualify an applicant include letters of reprimand (active for 12 months after issuance date); suspension without pay or disciplinary demotion (active for 12 months from the effective date); Performance Improvement Plans (PIP) and Leave Restriction Plans (active until 12 months from the effective date).  In addition, an employee must have an overall ePerformance rating score of three (3) or higher on their most current evaluation.  Please note that Memorandums of Concern are not considered disqualifying factors.  Human Resources may remove any employee from consideration for selection who is pending a disciplinary action; however, if the action is resolved in the employee’s favor, he or she will be allowed to compete. 

THIS IS AN INTERNAL AND EXTERNAL JOB ANNOUNCEMENT.

THIS IS AN UNCLASSIFIED POSITION.

THE SELECTED APPLICANT FOR THE POSITION WILL BE SUBJECT TO A REFERENCE CHECK AND CRIMINAL BACKGROUND CHECK, WHERE APPLICABLE

PLEASE INCLUDE ALL RELEVANT JOB INFORMATION ON THE APPLICATION FOR

CONSIDERATION. ALL APPLICATIONS WILL BE PRESCREENED.

UPON PROMOTION, THE SELECTED CANDIDATE WILL RECEIVE 10% or THE GDOT JOB SPECIFIC MINIMUM SALARY, WHICHEVER IS GREATER. 

GDOT IS AN EQUAL OPPORTUNITY EMPLOYER