Senior Ikea Customer Service Jobs in Decatur, GA

As a Senior Customer Service Specialist, the role involves providing comprehensive support to an assigned department, division, or program, both internally and externally. This encompasses addressing inquiries from the public, other City departments, and external agencies. Key responsibilities include managing various permits such as land development, tree removal, and building construction permits and overseeing the reception, verification, and distribution of associated documents and plans. Additionally, duties entail confirming permit fees, reviewing computer records for permit processing, answering calls, assisting callers and walk-in customers with application and technical inquiries, conducting document research and review, and offering clerical and administrative support. Moreover, the role requires in-depth knowledge of all Customer Service Representative roles within the organization.

Essential job functions include serving as the primary point of contact for external customers, engaging with customers through multiple communication channels, effectively communicating solutions verbally or in writing, receiving and addressing customer inquiries, providing essential technical guidance to customers, ensuring accuracy and completeness of all transactions, managing customer accounts, processing various payments, handling requests and adjustments for utility accounts and property tax assessments, performing miscellaneous customer service tasks or projects, assisting in training and onboarding new Customer Service representatives, supporting the development and maintenance of training materials and educational resources, researching industry trends, policies, and certifications and delivering ongoing training to employees, receiving and processing land development, tree removal, electrical, mechanical, and plumbing trade permit applications, supporting customer service needs across all City departments, collaborating with business owners, contractors, and other stakeholders to advocate for their needs and support economic development initiatives, coordinating with multiple departments to address customer service needs, demonstrating knowledge of planning, development, and zoning processes and troubleshooting related issues, ensuring accurate billing processes, addressing unique customer service requests or escalations, analyzing work papers, reports, and special projects, accurately inputting, updating, verifying, and correcting data in computer systems or records, verifying the validity of contractor and business licenses, retrieving and providing documents, records, and data/information as requested, maintaining file confidentiality and adhering to file management guidelines, collaborating effectively with diverse individuals, maintaining composure under pressure, providing support and leadership to department staff, managing project demands, priorities, costs, and timelines, and relaying public feedback and concerns to management.

Minimum qualifications require a high school diploma or equivalent; college degree preferred; supplemented by four (4) years of experience, preferably in clerical support, customer service, or a related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Preferred qualifications include prior experience as a Permit Technician.

Licenses or certifications include possessing and maintaining ICC Permit Technician Certification or being able to obtain within the first year of employment. Additional certifications may be required based on assignment.

Special requirements include none.

Knowledge, skills, and abilities include principles in effective customer service, proficiency in written and verbal English, familiarity with modern office equipment, procedures, and various software applications, ability to learn and apply relevant local, state, and federal laws, codes, ordinances, and City policies, capacity to comprehend all facets of the job, analyze work materials, reports, and special projects, and problem-solve operational and technical policies and procedures, ability to acquire and excel in all essential job functions across Customer Service positions within the department, skills in composing general correspondence, letters, and meeting minutes, patience and adeptness in assisting customers and resolving issues, proficiency in active listening and learning, competency in de-escalation techniques, capability to grasp, interpret, and convey technical and complex information, terminology, policies, and procedures, proficiency in basic mathematical operations and interpretation of numerical data, capacity for judgment, decisiveness, and creativity in evaluating information against verifiable criteria, ability to maintain accurate records and proofread documents effectively, upholding a positive and professional demeanor while addressing customer concerns and complaints with kindness and calmness, proactive and solutions-oriented approach to problem-solving, aptitude for understanding, interpreting, and explaining rules, policies, and procedures to customers and colleagues, commitment to integrity through accountability for work completion and customer interactions, consistent punctuality and attendance, effective contribution to team efforts through collaboration, clear and concise communication skills, both orally and in writing, and proficiency in Spanish language is a plus.

Physical demands include the ability to exert light physical effort, but which may involve some lifting, carrying, pushing, and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Tasks also require the ability to perceive and discriminate visual cues or signals.

Work environment is regularly performed without exposure to adverse environmental conditions. This position is a full-time in-office position.

The City reserves the right to modify this job description as needed. This description does not constitute a contract of employment. The City of Roswell, Georgia commits to a policy of equal employment opportunity for applicants and employees, complying with local, state and federal laws. The City's policy is to employ qualified persons without discrimination regarding race, creed, color, religion, age, sex, country of national origin, marital status, disability, sexual orientation, gender identity, genetic information, political affiliation, ethnicity, or status in any other group protected by federal/state/local law.