DWM Customer Resolution Specialist

City of Atlanta•Atlanta, GA

23h•Onsite

About The Position

The Department of Watershed Management Customer Contact Center (DWM CCC) serves water and sewer customers with billing, account, payment, service, and general inquiries. Customer Resolution Specialists (CRS) are responsible for providing accurate, courteous, and efficient service in a fast-paced, high-volume contact-center environment. The CRS responds to customer inquiries, researches account and service issues, documents interactions, resolves concerns whenever possible at the first point of contact, and escalates issues requiring additional review or authorization. Work is performed under direct supervision in accordance with established policies, procedures, and performance standards.

Requirements

High School diploma or GED equivalent
Minimum of two (2) years of customer service experience.
Experience serving customers or the public in a professional environment.
Experience using computer systems, databases, or office applications to document and manage customer interactions.
Experience working within established policies, procedures, and service guidelines.
Intermediate proficiency with Microsoft Office 365 applications, including Outlook, Teams, Excel, PowerPoint, and Word.
Ability to learn customer-service and contact-center software.
Communicate clearly and professionally in verbal and written interactions.
Provide courteous, empathetic service and remain composed during difficult customer interactions.
Apply critical thinking, sound judgment, problem-solving, and conflict-resolution skills.
Interpret account history, billing data, service records, procedures, and related information.
Determine when an issue can be resolved independently and when referral or escalation is required.
Simultaneously communicate with customers and accurately enter data into computer systems.
Efficiently navigate multiple applications, databases, knowledge resources, and communication platforms.
Learn and use new technologies and customer-service applications.
Maintain accurate records and protect confidential information.
Manage multiple tasks, prioritize work, and remain detail-oriented in a fast-paced environment.
Adapt to changing policies, procedures, technologies, and operational requirements.
Collaborate effectively with team members and internal departments.
Use proper English grammar, spelling, punctuation, basic business mathematics, and common Microsoft Office applications.
Sit and work at a computer workstation for extended periods.

Nice To Haves

Three or more years of experience in a high-volume call center, contact center, utility customer-service operation, or similarly complex environment.
Experience resolving billing, account, payment, or service-related issues.
Experience using CRM, billing, customer information, workforce management, knowledge-management, or contact-center systems.
Experience in a performance-managed environment with established quality, productivity, schedule-adherence, and customer-service expectations.
Utility, municipal government, public-sector, or water and sewer customer-service experience.
Experience supporting customers by phone, email, and live chat.

Responsibilities

Maintain regular attendance and punctuality and adhere to assigned schedules, breaks, lunches, and availability requirements.
Respond to customer inquiries by phone and other assigned channels, including email, mail, and live chat.
Assist with billing, adjustments, appeals, payments, refunds, meter readings, leaks, disconnections, reconnections, service verification, meter installations, and other water and sewer service matters.
Use active listening, empathy, critical thinking, and problem-solving skills to identify customer needs and provide accurate, policy-based resolutions.
Research account history, billing information, service records, case notes, databases, and other resources to investigate concerns and determine appropriate action.
Initiate work orders, service requests, payment-related requests, and other transactions within established authority.
Take ownership of customer inquiries from initial contact through resolution, minimizing unnecessary transfers and repeat contacts.
Recognize complex, sensitive, high-impact, or unresolved issues and follow established escalation procedures.
Maintain clear, accurate, complete, and timely documentation of customer interactions, actions taken, commitments, account activity, and case updates.
Verify customer identity and account information before accessing, discussing, or modifying protected information and maintain confidentiality of customer, financial, and personally identifiable information.
Educate customers about available online resources and self-service options.
Use approved procedures, scripts, job aids, and knowledge resources and remain current on changes to DWM policies, rates, programs, systems, and service requirements.
Participate in knowledge sharing and peer support and perform other duties as assigned.
May perform other duties as assigned.