DWM Water Service Representative, Lead (OCCBS)

City of Atlanta•Atlanta, GA

3d•Hybrid

About The Position

This role involves leading a team in performing public contact and record-keeping work related to the operational, financial, and commercial records of water utilities. The position provides a wide range of information and service to utility customers and the general public. Incumbents handle routine tasks, customer contact, and account management, requiring previous customer service and public contact experience, working under moderate supervision with defined methods and procedures.

Requirements

High school diploma, or equivalent.
Four (4) years of work experience with customer service public contact involving the use of personal computers.
Fundamental principles of human relations.
Personal computer operation in office applications.
Office procedures and equipment.
English usage.
Business math.
Communicate effectively with utility customers both in person and over the telephone.
Understand pertinent procedures and functions quickly and use good judgment interpreting and applying them to a variety of circumstances under moderate supervision.
Analyze and evaluate data.
Make accurate and logical determinations based upon data and interpretive guidelines.
Maintain accurate records.
Speak clearly and concisely.
Simultaneously converse with customers and accurately enter data into a computer.

Responsibilities

Responsible for handling escalations with regard to any account management activities.
May assign work to team members and supervise its completion while coaching, mentoring, and training team members and serving as a subject matter expert in account management activities.
Respond to questions, complaints, or requests for service; analyze data to determine proper response to inquiries.
Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.
Perform data entry functions by keying data into computer system; enter, retrieve, review or modify data in computer database; verify accuracy of entered data and make corrections.
Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates.
Establish deposit amounts from written guidelines for new utility users and authorize deposit refunds.
Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures: compute bills; review, audit, analyze and reconcile customer billing records.
Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, obtain other information to assist customers, research, and use discretion to determine deposit and restoration of service requirements.
Prepare orders to remove and repair meters, post, disconnect, restore, or verify services and to perform other service-related changes.
Adjust service fees.
Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various records, logs and ledgers.
Research customer records to resolve more difficult customer inquiries and prepare correspondence in response.
Communicate with customers via telephone, mail, email, or other means of communication.
Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis.
May perform other duties as assigned.