DWM Water Service Representative I (OLIO - Operations)

Posting expires: June 18, 2026 Salary range: $39,370 - $49,212 General Description and Classification Standards: Responsible for providing customer service related to water and sewer issues, including receiving and processing service requests, dispatching specialists, and responding to inquiries via phone and email. This role involves coordinating with various departments and crews to ensure timely resolution of water and sewer issues, maintaining accurate records, and conducting research as needed. Provides a wide range of information and services to utility customers and the public. Performs more routine tasks and duties with public contact and account management. Supervision Received: Performs work under general supervision with review and advice from manager or a senior level professional. May work independently or with other workers with responsibility for completion of assigned tasks. Essential Duties and Responsibilities: These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. • Answer incoming calls from clients, crew members, and customers, providing assistance and information, as necessary. • Update emails and respond to updates promptly to ensure effective communication. • Create service requests and work orders accurately and efficiently in response to customer inquiries and reported issues. • Dispatch specialists to investigate water issues, ensuring appropriate allocation of resources and timely response. • Contact customers via phone or email to provide information, advice, and assistance regarding water service. • Process irrigation water orders, requests for domestic water and sanitation, and unscheduled water orders. • Handle calls regarding breaks, malfunctions, temporary turn-offs, and changes in water orders. • Maintain and research fiscal, service, and other records related to utility services, usage, and billing. • Use critical thinking skills to multitask and collaborate effectively with colleagues and stakeholders. • Demonstrate a strong work ethic, solid time management skills, and professionalism in all interactions. • Implement best practices in customer service and lead by setting a positive example for associates. • Receive incoming calls from multiple queues throughout the daily shift and provide appropriate assistance. • Notify 811 and input information for utility locates via phone or online system. • Create work orders for field crews based on reported issues and service requests. • Process requests and respond to issues related to residential and commercial utility services, ensuring accurate and timely resolution. • 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.

• General knowledge and principles of human relations
• Experience using computer office applications and equipment and following

office procedures.

• Background in written English and business math
• Communicates effectively with utility customers in person and over the

telephone. • Understands relevant procedures and uses good judgment interpreting and applying correct principles in a variety of circumstances. • Makes accurate and logical determinations based on data and interpretive guidelines. • Maintains accurate records, speaks clearly and concisely, and can converse with customers while accurately entering data. Minimum Qualifications: Education and Experience –

1. High school diploma or General Equivalency Diploma (GED)
2. Minimum of 2 years’ experience with Customer service and public contact

involving the use of personal computers. Licensures and Certifications – Valid State of Georgia driver’s license. Work Environment: Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with the 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, ender 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.