Customer Service Rep 1 ( CALL CENTER )

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We at the Georgia Department of Agriculture (GDA) take our responsibilities to you very seriously and are committed to protecting and promoting Georgia’s agriculture through superior service and leadership.

The mission of the GDA is to protect consumers, promote agriculture, both locally and globally, and assist our customers using education, technology, and a professional workforce.
The vision of the GDA is to continue to be a globally recognized leader in agricultural excellence through a commitment to safety, quality, growth, and innovation.

POSITION OVERVIEW:

The Consumer Service Call Center is a blended call center that serves as the starting point for customers contacting the Georgia Department of Agriculture.
The Call Center provides exceptional customer service through dedication, commitment, innovation, and integrity.
Customer Service Rep 1 is responsible for answering all inbound calls and assisting customers with multiple services and requests.

Job Summary:

Under direct supervision, works and communicates with the public, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.

Answer Inbound phone calls and enable callers to easily engage by giving transparent information while utilizing available resources to ensure the Agriculture Constituency receives timely resolutions.
Log into Cisco Agent and answer inbound phone calls for Agriculture local /long-distance numbers, Farm Tax, GDA Licensing, and Market Bulletin Subscribers.
Make outbound calls to ensure completion of resolutions. All calls will be handled courteously and professionally. Determines routing of calls by comparing customer information to requirements.
Create Market Bulletin accounts by entering subscriber information, and process credit card payments.
Inform callers by explaining procedures, answering questions, providing details, and transferring calls accordingly.
Maintains communication by reporting issues to the direct supervisor.
Scans secure and verifiable documents received via email, mail, and inner office, verifies all documents in Ksams application.
Processes over the phone and mail payments to existing /new Market Bulletin subscribers.
Shred all confidential documentation checks, credit card, and identification information.
Review and process Market Bulletin Lockbox transactions, import Data Reports, and complete Batch Settlements.
Respond to emails, and handle special projects assigned by the Supervisor.
Maintain job knowledge by referencing the Ag Online website and reviewing product /service descriptions.

This position is assigned to the following counties: (Fulton)

Preferred Qualifications and Skills:

Experience with State, Federal, or other government agencies in a call center setting.

1. Possess skills, knowledge, and abilities in the following areas:

2. Customer Focus

3. Verbal Communication

4. Phone Etiquette

5. Listening

6. Data Entry

7. Detailed Oriented

8. Multitasking

9. Problem- Solving.

Physical Demands:

Sitting in front of a computer monitor for long periods.
Able to speak to customers while utilizing CISCO IP Phone.
Sitting for extended periods
Working on a computer for extended periods
Talking on the phone
Fast-paced work environment

Other Duties:

Assist other members of the Licensing & Market Bulletin team as needed.
Provide backup functions to Licensing Coordinators during periods of heavy license renewal

cycles.

All other duties as assigned to support the functions of the Licensing and CSC Division

NOTE: The Georgia Department of Agriculture conducts background checks on all final candidates. The hiring of applicants is contingent upon satisfactory employment verification results, background, criminal records investigations, and motor vehicle reports.

HOW TO APPLY: Resumes may be submitted by adding to your profile in Team Georgia Careers:

Via Team Georgia Careers http://team.georgia.gov/careers/

The GDA is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability, protected veteran status, or any other characteristic protected by law. All qualified applicants will be considered but may not necessarily receive an interview. Due to this office’s large volume of submissions, information concerning application and/or interview status cannot be provided. Selected applicants will be contacted for the next steps in the interview process. Applicants who are not selected will not receive a notification.

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

Additional Information