Customer Service Representative

Job Description

Job Description

Salary :

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 onwww.georgia811.com.

Why Georgia 811? We're a Top Workplace in Atlanta!

Georgia 811 is proud to be recognized as an Atlanta Journal-Constitution Top Workplace, an honor based entirely on employee feedback. This recognition reflects our commitment to a positive, supportive workplace culture where employees feel valued, respected, and empowered to succeed.

Position Summary : Answer calls from members, contractors, and the 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.

Responsibilities :

• Answer a high volume of phone calls in a timely manner
• Route calls to appropriate departments, teams or staff members when necessary
• Provide superior customer service and meet quality requirements based on explicit criteria set forth by Georgia 811
• Educate callers on the process of locating facilities and handle calls involving damage to utilities, emergencies, etc.
• Document and verify all call information according to standard operating procedures
• Research required information using available resources, when appropriate
• Act as a liaison between the public and the utility facility members by submitting locate tickets detailing the dig site location, contact information, etc.
• Troubleshoot caller issues and complaints by determining if there can be an immediate resolution to an issue or if that issue should be escalated to supervisor
• Understand and adhere to Georgia 811 policies that pertain to PTO, attendance, dress code, etc.
• Attend training and performance meetings as required
• Help maintain communication equipment and report problems with equipment to the supervisor
• Other duties as assigned

Supervisory Responsibility : This position does not have any supervisory responsibilities.

Position Type and Travel :

Qualifications :

Physical Requirements :

Job Type : Full-time

Pay : $17.00 per hour for English-only-speaking candidates / $19.00 for bilingual candidates