Customer Care Representative

DeKalb County • Decatur, GA

1d • $19 - $24

About The Position

This vacancy is available in multiple departments. The Customer Care Representative performs customer service functions, providing information and assistance regarding water, sewer, sanitation, or other services, procedures, documentation, fees, or other issues via phone or in person. This role involves distributing forms and documentation, responding to routine questions or complaints, researching problems, and initiating problem resolution. The representative will also analyze customer accounts, review billing charges, meter readings, and service issues, perform calculations for billing questions, identify errors, and maintain/update files and accounts. Additionally, they will enter new accounts, connections/disconnections, work orders, and other requests into department computer systems, assist customers in identifying needed services, provide information on services and fees, input data, and create/update work orders. A key responsibility includes providing daily support and training to billing system personnel on technical and customer service issues to ensure cross-training and adequate coverage for efficient billing operations.

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.
• Must pass a pre-hire assessment (Filing, Spelling, Math, Data Entry)
• Successful completion of a background investigation
• Successful completion of a pre-employment physical
• Successful completion of a drug/alcohol screen

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; research 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED