DWM Water Service Representative II (OCCBS)

Job TitleCustomer Service Support for Water Utility General Description and Classification StandardsThis role provides customer service support for water utility customers and assists with monthly bill statement output. Manage account data and resolve complex account issues. Coordinates with field teams to receive information that will ensure billing accuracy. Supervision ReceivedWork under close technical supervision. Work in progress and completed work is reviewed continuously. Essential Duties and ResponsibilitiesThese are typical responsibilities for this position and should not be construed as exclusive or all inclusive. Maintain accurate account data and records in utility billing system. Respond to internal and external customer inquiries regarding water utility bills. Resolve complex accounts issues, including billing disputes and adjustment request. Resolve high usage indicators for customers via email or phone call. Capable to explain payment options, dispute procedures and meter related issues. Review and adjust accounts when applicable, based on utility procedures and ordinances. Must be able to work with billing analyst and other customer service staff regarding any customer and account related issues. Be able to understand billing rates and fees. Make logical determinations based upon data and interpretive guidelines. The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization. Knowledge Skills and AbilitiesThis is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list. Strong communication and conflict-resolution skills. Knowledge of utility billing systems and customer account management. Ability to analyze water usage and billing discrepancies. Proficiency with Microsoft Office and customer management software. Must have strong organizational skills. Ability to provide detailed account reviews and reports. Minimum QualificationsEducation and Experience High school diploma, or equivalent. Three (3) to five (5) years of work experience in utility billing and customer service. Licensures and Certifications Valid State of Georgia driver's license or Georgia State Identification. Preferred Requirements 3 to 5 years of water utility customer service and billing experience. Work EnvironmentWork is performed in an office environment utilizing modem office equipment and technology and may require sitting for prolonged periods of time using a computer. The incumbent stands, walks, and may twist, reach, bend, ouch and kneel. An incumbent must be able to meet the requirements of the classification and have mobility, vision, hearing and dexterity levels appropriate to the duties to be performed. It is the policy of the City of Atlanta ("COA") that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department. The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran's status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.