03162 - Customer Care Representative

DeKalb County • Decatur, GA

1d

About The Position

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Performs customer service functions; provides information/assistance regarding water, sewer, sanitation or other services, procedures, documentation, fees, or other issues on the phone or in person; distributes forms and documentation; responds to routine questions or complaints; researches problems/complaints; and initiates problem resolution. Analyzes customer accounts; receives and reviews billing charges, meter readings, and service issues; performs calculations to resolve seasonal billing questions, tiers, and consumption; identifies errors and problems; initiates problem resolution; and maintains and updates all files and accounts. Enters new accounts, connections/disconnections, work orders, re-reads or other requests in department computer systems; assists customers in identifying needed services; provides information regarding services and fees; inputs data; and creates and updates work orders. Provides daily support and training to billing system personnel on technical and customer service issues, ensures cross-training and adequate coverage for efficient billing operations. Utility Customer Operations is a fast-paced, customer-focused department seeking motivated professionals who excel at providing high-quality customer service both over the phone and in person. This role requires adaptability and the ability to thrive in a dynamic, flexible environment.

Requirements

• High school diploma or GED required
• One year of experience in customer service or related field
• Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job
• Candidates must successfully pass a pre-employment assessment evaluating filing, spelling, math, and data entry skills
• An employment offer is contingent upon the successful completion of a background check, pre-employment physical, and drug/alcohol screening

Nice To Haves

• Experience accepting and processing customer payments, including cash, card, and online transactions
• Experience with collections activities
• Strong communication skills, including verbal, written, active listening, and interpersonal abilities, with the capacity to perform effectively in high-pressure situations
• Excellent time management skills, strong attention to detail, and the ability to multitask
• Proficiency in Microsoft Excel, Word, and Outlook

Responsibilities

• Performs customer service functions; provides information/assistance regarding water, sewer, sanitation or other services, procedures, documentation, fees, or other issues on the phone or in person
• Distributes forms and documentation
• Responds to routine questions or complaints
• Researches problems/complaints
• Initiates problem resolution
• Analyzes customer accounts; receives and reviews billing charges, meter readings, and service issues
• Performs calculations to resolve seasonal billing questions, tiers, and consumption
• Identifies errors and problems
• Maintains and updates all files and accounts
• Enters new accounts, connections/disconnections, work orders, re-reads or other requests in department computer systems
• Assists customers in identifying needed services
• Provides information regarding services and fees
• Inputs data
• Creates and updates work orders
• Provides daily support and training to billing system personnel on technical and customer service issues
• Ensures cross-training and adequate coverage for efficient billing operations

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees