Water Customer Service Specialist II - Billing Support

Cobb County Government•Water Department Marietta, GA

About The Position

The Water Customer Service Specialist II provides specialized administrative and customer service functions, with an emphasis on establishing and maintaining accounts and resolving customer issues. The position supports the daily operations of the Water System and handles leak adjustments, corrections for misread meters, billing exceptions, returned payments, and credit balance refunds. The specialist assists customers with account and general Water System information, investigates and resolves water-account and billing issues according to department procedures, establishes and closes accounts, and refers difficult questions to a lead or supervisor. The role processes account transactions and updates, determines eligibility for payment arrangements and fee waivers, and enters service orders and billing adjustments in the billing system. Additional duties include maintaining customer accounts, processing surety bonds and special billings, correcting billing exceptions, updating accounts when meters are replaced, closing service orders completed by field staff, and processing online requests to establish or finalize service. Other related duties may be assigned.

Requirements

High school diploma or GED.
Two years of experience in utility billing and collections.
Ability to perform light work involving some combination of stooping, kneeling, crouching, and crawling, and potentially lifting, carrying, pushing, or pulling objects and materials weighing 12–20 pounds.
Ability to hear and communicate orally for some tasks.

Responsibilities

Assist customers and provide account and general Water System information.
Answer customer questions and concerns and investigate and resolve water-account and billing issues in accordance with department procedures.
Establish and close accounts, referring difficult questions to a lead or supervisor for resolution.
Enter information into the billing system to process transactions and update records, including applying charges and deposits, updating customer information, and adding account notes.
Determine customer eligibility for payment arrangements and fee waivers, and set up arrangements or waive fees in accordance with department policies.
Enter service orders for gains, finals, service restoration, and meter-reading verification.
Evaluate leak-adjustment requests, determine customer eligibility, apply adjustments, and send customer notifications.
Process surety bonds; monitor and correct billing exceptions; enter special billings such as industrial surcharges, water retainage, and municipal account charges; and update accounts when meters are replaced.
Close service orders completed by field staff by reviewing hard-copy records for completeness, maintaining service order files, entering service order data into the billing system, and closing orders in the system.
Process online customer requests to establish or finalize service, including creating service orders, contacting customers to collect payment, and sending confirmation emails.
Perform other related duties as assigned.