Customer Resolution Specialist

Posting expires: March 31, 2024

Salary: $21.10/hr

At the City of Atlanta, we are passionate about building and improving our community. Our police officers, firefighters and building inspectors keep our citizens safe. Our Public Works staff keeps our City clean and helps maintain, build and improve our City’s infrastructure. Our City planners help envision and shape future City growth. Our Parks & Recreation professionals enhance our quality of life.

Our engineers help keep our drinking water clean, the largest airport in the world (by passenger volume) operating and our buildings maintained. Along with the host of Finance, Procurement, and Human Resources professionals whose support is vital, we are the City of Atlanta! If you are seeking a meaningful role where you can make a real difference improving and growing our City, we welcome you to explore the job opportunities we have to offer.

DESCRIPTION:

To perform public contact and recordkeeping work related to the operational, financial and commercial records of water utilities and to provide a wide range of information and service to utility customers and the general public.

DISTINGUISHING CHARACTERISTICS:

This class performs the more routine tasks and duties with public contact and account management. Incumbents should have some previous customer service and public contact experience and will work under moderate supervision which requires the application of defined methods and procedures.

ESSENTIAL FUNCTIONS:

Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices.

• Receives telephone calls and provides callers with information about water and sewer billing, disputes, appeals, and meter related concerns. Listens to the caller’s question, asks probing questions for clarification as necessary, evaluates the information obtained, and provides the appropriate response in accordance with specific instructions and training.
• Exercises knowledge of such subjects as customer service standards and procedures; call processing procedures and techniques; equipment operation; City of Atlanta Department of Watershed Management’s (DWM) mission, vision and values, operating procedures, and points of contact.
• Updates customer records and notes appropriately in accordance with established procedures. Performs follow-up duties as required, and other duties as required.
• Responds to questions, complaints, or requests for service; analyze data to determine proper response to inquiries. Researches requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.
• Performs 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.
• Answers customers questions investigate complaints pertaining to utility billing; review, audit and analyze customer billing records and make fee adjustments.
• Uses various computer systems extensively to enter data of utility customers and make data changes; interacts with customers, coordinates with utility field and billing units, obtains other information to assist customers, research, and determines appropriate outcomes.
• Works with customers to install, remove and repair meters, restore, or verify services and to perform other service-related changes.
• Facilitates financial transactions such as transferring payments, refunding credit amounts or deposits, adjusting charges and/or deposits, and adjusting service fees.
• Researches customer records to resolve more difficult customer inquiries and prepare correspondence in response. Update customer on billing disputes and water sewer appeals.
• Communicates with customers via telephone, mail, email, or other means of communication.
• Assists in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department. Performs related duties and responsibilities as required.

Qualifications

MINIMUM QUALIFICATIONS

Education: High School Diploma required.

Experience : Minimum of 4 years' experience with Customer service public contact involving the use of personal computers.

Knowledge of: Fundamental principles of human relations; personal computer operation in office applications; office procedures and equipment; English Usage; business math.

Ability to : Communicate effectively with utility customers both in person and over the telephone; understand pertinent procedures and functions quickly and use good judgment in Interpreting and applying them to a variety of circumstances under moderate supervision; operate a personal computer. 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.

ENVIRONMENTAL WORKING CONDITIONS:

Physical Conditions: Work 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, may twist, reach, bend, crouch and kneel. An incumbent must be abel to meet the requirements of the classification and have mobility, vision, hearing and dexterity levels appropriate to the duties to be performed.

SUPERVISION RECEIVED & EXERCISED:

Work under close technical supervision. Work in progress and completed work is reviewed continuously.