DWM Water Service Representative II (Walk In)

City of Atlanta•Atlanta, GA

2d•Onsite

About The Position

Performs in-person public customer service and record-keeping duties related to the operational records of water utilities. Provides a wide range of information and assistance to utility customers and the general public. Responds to inquires regarding, new service, disconnect, billing, account status and meter complaints. Maintains accurate customer and operational records, and service applications and ensures compliance with departmental procedures. Serves as a primary point of contact between the utility department and the community, delivering professional and courteous service.

Requirements

Knowledge of the operation of the water distribution system and how various issues may affect customers.
Knowledge of data available for field use in various distribution record systems.
Ability to build and maintain good working relationships with staff members and the public.
Ability to communicate effectively verbally and in writing.
High school diploma, or equivalent.
Three (3) years of customer service experience.
Valid State of Georgia driver’s license.

Nice To Haves

Completion of Technical or Vocational course of study in Construction, Utility Management, or related area, and five (5) years of work experience in a water distribution system.

Responsibilities

Responds to questions, complaints, or requests for service to determine proper response to questions.
Research requests, problems, and complaints and initiates appropriate action; produces work orders to resolve service issues.
Enters, retrieves, reviews, or modifies data in computer database and verifies accuracy of entered data.
Sets up or disconnect utility service in-person.
Established deposit amounts for new utility users and submit deposit refunds.
Processes water and sewer meter applications ensuring City requirements are met.
Answers customer questions; investigate billing complaints for submit account adjustments.
Uses various computer to enter data if new utility customers and make data changes.
Ensure account is notated and documents are uploaded in system database.
Interacts with customers and obtain information to assist customers.
Prepare orders to connect, disconnect, restore, and repair meter and performs other service-related changes.
Communicates with customers by telephone, email, or other communication.
Ensure account is documented of customer interaction and upload documentation.
Communicate with internal customer for account resolution
Build and maintain positive working relationships with, co-workers, other City employees and the public using principles of good customer service.
Provide information to customers about utility programs and community financial assistance resources.
May perform other duties as assigned.