DWM Utility Call Center Representative (Office of Financial Administration)

Job Title

Customer Service Representative

Job Description

This experienced-level position provides customer service and support to City Water customers by phone, email, written correspondence, and in person. Responsibilities include responding to customer inquiries, researching and resolving billing and service issues, reviewing account history, processing adjustments, and initiating inspections or repairs when necessary. The position handles a wide range of customer concerns, including complex and sensitive issues, while maintaining accurate documentation and following established policies and procedures under direct supervision.

Supervision Received: Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks.

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

Receives inbound calls from customers with billing questions or concerns. Logs call and determine nature of issue. Identifies, researches, and resolves customer issue. May correct errors; may order inspection or repair. May make temporary adjustment to bill. Places work order for inspection or repair in work order system. Accesses system to inform customers of time and results of inspection or repair. Explain, address and research billing complaints. Review past usage history with customers. May request further analysis. Forwards reports of sewer- related issues, main breaks and water outages to repair group. May perform usage and/or billing analyses on a regular basis or as needed (e.g. customers with zero bills, high usage, etc.). Compiles report and/or activity summaries. Explains actions taken to managers or other interested parties (e.g. City Council, Mayor's Office, etc.) Performs related work as required. 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 Watershed operations, policies, and billing systems. Skill in keeping notes of calls or transactions. Ability to communicate with a variety of customers and constituents in a professional manner. Ability to listen and determine nature of call or communication. Ability to read.

Minimum Qualifications: Education and Experience High school diploma, or equivalent. One (1) to two (2) years of customer service or call center experience.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, gender 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.