APD Central Records - Customer Service Representative II

Position open until 11/17/2026

Salary: $44,286.17 annually

General Description and Classification Standards

This is an experienced, seasoned-level position in providing information and assistance to the public, including customers, constituents, and other parties, in person or by phone, email, or written correspondence. This includes handling difficult or challenging issues or resolving issues with difficult customers. The incumbent determines the nature of the problem or request and responds or directs the individual to the correct resource. Duties include, but are not limited to, investigating and resolving complaints, assisting customers, preparing reports and documents, and providing information. The role may involve providing training or guidance to new representatives.

Supervision Received

Works under general supervision and follows standardized procedures and written instructions to accomplish assigned tasks. May set work sequence or priorities.

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written citizen inquiries and complaints relating to city services.
• Resolves complex or difficult issues referred by less experienced representatives.
• Interviews citizens either by phone or in person to determine details of the inquiry or problem.
• Researches, gathers, and enters all pertinent facts pertaining to issues and complaints into a database during requests.
• Contacts departments as appropriate to secure information and/or refer issues and complaints for a response.
• Reads and applies various documents such as maps, procedures, and regulations to work situations.
• Advises departmental personnel, citizens, and others on the status of pending cases and makes referrals to other agencies as appropriate.
• Based on customer contact, determines the appropriate step to assist with issues, take action, or refer to another source.
• Provides assistance to internal and external customers along with maintaining office support duties.
• Composes and sends routine correspondence, applications, forms, and reports.
• Maintains and updates complex filing and cross-reference/index systems for all documents, records and/or reports.
• Processes public records requests within cope of authority.
• Uses independent judgement in routine and non-routine situations.
• May interpret organizational policies and recommend exceptions.
• May provide coaching, training, or guidance to less experienced representatives.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of customer service methods and techniques.
• Knowledge of department programs, processes, and procedures.
• Knowledge of department organization and functions.
• Skill in keeping notes of calls or transactions.
• Ability to use customer service software and other departmental information systems in responding to inquiries or requests.
• Ability to read instructions, processes, or regulations.
• Ability to communicate with a variety of customers and constituents in a professional manner.
• Ability to deal effectively with difficult or upset customers.
• Ability to listen and determine the nature of a call or communication.

Minimum Qualifications

Education and Experience

1. High school diploma or General Equivalency Diploma (GED)
2. Three (3) years of work experience in customer service at the level of Customer Service Representative.

Licensures and Certifications

None required.

Preferred Requirements

None.

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.