Call Center Representative Position Available In Fulton, Georgia

Call Center Representative 3.5 3.5 out of 5 stars Atlanta, GA 30309 • Hybrid work

Job Title:

Customer Care Representative Location:

Atlanta, GA 30309

Pay Range:

$20 – $22.29/hr.

Duration:

6 months contract

Shift:

Any 24•7 shift

Role Overview:

Job Summary:

The purpose of this position is to handle emergency calls promptly and efficiently, ensuring customer safety with one-call resolution. This role operates within multi-jurisdictional and multi-functional customer contact teams supporting utility services across multiple states. The incumbent is responsible for minimizing risk and protecting company liability with every interaction. The role requires working in a high-volume, fast-paced, multitasking environment, handling commercial and residential customer requests related to leaks and gas outages via phone, online chat, fax, and email. The incumbent ensures compliance with regulatory requirements, budget guidelines, and company policies.

Key Responsibilities:

Prepare emergency and priority field orders (e.g., leaks, no gas, low/high pressure, emergency locates, and other urgent requests). Report on non-emergency service activities such as errors, calls, emails, complaints, and call trends. Investigate and clarify customer requests, ensuring they are satisfied in accordance with emergency policies and procedures. Coordinate work requests with appropriate departments and service centers. Contact customers to reschedule orders when workload exceeds capacity. Handle escalated customer service inquiries after hours and on weekends, in a limited capacity. Adapt responses and perform research when situations require it based on customer interaction. Provide guidance to marketers, customers, and sometimes vendors regarding service requests. Communicate effectively with internal and external customers from diverse cultural backgrounds, prioritizing safety. Determine documentation requirements and maintain records, using computerized systems for tracking and troubleshooting. Perform clerical duties related to orders and update customer account information (e.g., notes on accounts, senior citizen approvals). Report service disruptions related to vendors, processes, or systems. Adhere to established policies, procedures, and quality standards within defined service metrics.

Business Acumen:

May work in multiple queues/skill sets across different customer contact channels, including emergencies and customer service. Must be flexible to work in a 24/7 environment with shift changes based on business needs and seasons, including holidays. Maintain up-to-date knowledge of company products, services, and promotions.

Education & Certifications:

Required:

High School Diploma or GED Preferred:

BA/BS degree

Preferred:

Bilingual fluency

Experience:

Required:

Minimum 6 months customer service experience

Preferred:

1 year of experience in a utility or call center environment or equivalent combination of education and work experience Availability to work a flexible schedule covering all customer care center hours

Skills & Knowledge:

Basic computer proficiency Keyboarding speed of 40 WPM or higher Ability to multitask (e.g., talking on the phone while using computer systems) Basic customer service skills Excellent interpersonal communication skills Strong time management abilities Oral comprehension and active listening skills Persuasion and negotiation capabilities Proficient with multiple software programs including MS Office and SharePoint Strong problem-solving skills

Working Conditions:

Call center environment Approximately 95% keyboarding

About Us:

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions.

Visit https:

//dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, company’szenship, disability, or veteran status

Job Type:

Contract Pay:

$20.00 – $22.00 per hour Expected hours: 40 per week

Schedule:

10 hour shift 8 hour shift Monday to Friday Ability to

Commute:

Atlanta, GA 30309 (Preferred)

Work Location:

Hybrid remote in Atlanta, GA 30309