Customer Service Associate II

Job Description
The Customer Service Associate II position is assigned to the Customer Support Center which is within the Customer Experience Division and is the first point of contact for customers seeking information. The successful candidate will play a key role in delivering high-quality customer service and supporting the operations of the Customer Experience Division.
Essential Duties

• Responding to incoming calls from customers and providing timely, accurate assistance.
• Greeting and assisting walk-in customers at the front desk with professionalism and courtesy.
• Addressing customer inquiries, resolving issues, and providing information related to departmental services and processes.
• Monitoring and responding to emails received through the departments general inbox.
• Initiating outbound follow-up communications to ensure resolution of customer inquiries or concerns.
• Logging call details, updating customer records, and accurately documenting all customer interactions in the appropriate systems.
• Collaborating with team members to share information, insights, and best practices to enhance overall team effectiveness.
• Participating in ongoing training and development to maintain up-to-date knowledge of departmental procedures and customer service skills.
• Demonstrating professionalism at all times, including showing empathy, patience, and a positive, solutions-oriented attitude in all customer interactions.

Grade
The grade for this position is B22(1). Salary will be dependent on education and experience.

Effective 4/11/2023, this position is eligible for the Employee Referral Program.

Minimum Qualifications

• High School Diploma, or G.E.D.;
• Three years of customer service experience to include one year in an office setting
  • Or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Preferred Qualifications, Knowledge and Skills

• Customer service principles
• Computer software such as Microsoft 365
• Basic Math
• Accela, GIS Data Browser, and call center software
• Land use and zoning
• Building and Land Development permitting
• Call Center Operations

For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here .

Note: The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change.

For more information about this department, please click here . About Gwinnett County

Welcome to Gwinnett County one of America's fastest-growing counties for the past 20 years. Our dynamic and exciting county combines the best of big-city living with the comforts of the suburbs.

The county's population in 2000 was about 588,448 and weve only continued to grow since then, with the population expected to reach one million by the year 2022.

Gwinnett has many advantages, beginning with its location and road system. The county is just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Thanks to this location, 80 percent of the U.S. population is within a two-hour flight. Georgia Highway 316 has been extended to Athens, reducing travel time to the University of Georgia to 25 minutes. Gwinnett's infrastructure includes more than 2,750 miles of roadways to provide excellent mobility for our residents.

The County Administrator and County Attorney are appointed by the Board of Commissioners and serve at its pleasure. To implement the Board's policy directives, the County Administrator uses a management team consisting of members of his immediate staff and 14 department directors. The 14 departments that make up the executive side are Police Services, Fire and Emergency Services, Corrections, Communications, Support Services, Financial Services, Community Services, Human Resources, Information Technology Services, Law, Planning and Development, Water Resources, Child Advocacy & Juvenile Services, and Transportation. Each department is run by a director who is charged with managing operations in a manner which stresses the Countys values.

In addition to the executive side of County government, certain services are provided through Constitutional officers and independent elected officials. These external offices are created by the Georgia Constitution or through state law. In Gwinnett, they include the Sheriff, Tax Commissioner, District Attorney, Solicitor, Probate Court Judge, and Chief Magistrate.

Vision
Gwinnett is the preferred community where everyone thrives!

Mission
Gwinnett proudly supports our vibrantly connected community by delivering superior services.

Values
Integrity : We believe in being honest, building trust, and having strong moral principles.
Accountability : We believe in stewardship, transparency, and sustainability.
Equity : We believe in fairness and respect for all.
Inclusivity : We believe in engaging, embracing, and unifying our communities.
Innovation : We believe in continual adaptation of technology, process, and experience.

Hiring Process

Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below:

• Hiring Process
• FAQs

Gwinnett County is committed to creating a diverse workforce. As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law.