DWM Utility Call Center Representative (Office of Financial Administration)

City of Atlanta•Atlanta, GA

13d•$42,582 - $53,288•Onsite

About The Position

This experienced-level position provides customer service and support to City Water customers by phone, email, written correspondence, and in person. Responsibilities include responding to customer inquiries, researching and resolving billing and service issues, reviewing account history, processing adjustments, and initiating inspections or repairs when necessary. The position handles a wide range of customer concerns, including complex and sensitive issues, while maintaining accurate documentation and following established policies and procedures under direct supervision.

Requirements

Knowledge of Watershed operations, policies, and billing systems.
Skill in keeping notes of calls or transactions.
Ability to communicate with a variety of customers and constituents in a professional manner.
Ability to listen and determine nature of call or communication.
Ability to read.
High school diploma, or equivalent.
One (1) to two (2) years of customer service or call center experience.

Responsibilities

Receives inbound calls from customers with billing questions or concerns.
Logs call and determine nature of issue. Identifies, researches, and resolves customer issue.
May correct errors; may order inspection or repair.
May make temporary adjustment to bill.
Places work order for inspection or repair in work order system.
Accesses system to inform customers of time and results of inspection or repair.
Explain, address and research billing complaints.
Review past usage history with customers.
May request further analysis.
Forwards reports of sewer- related issues, main breaks and water outages to repair group.
May perform usage and/or billing analyses on a regular basis or as needed (e.g. customers with zero bills, high usage, etc.).
Compiles report and/or activity summaries.
Explains actions taken to managers or other interested parties (e.g. City Council, Mayor’s Office, etc.).
Performs related work as required. May perform other duties as assigned.