Utility Call Center Representative, Sr (D)

JOB DESCRIPTION

Posting expires : January 24, 2024

Salary range : $35,914 - $53,923

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.

General Description and Classification Standards This is a seasoned working level position in providing information and assistance to City Water customers, in person or by phone, email, or written correspondence.

Position primarily receives inbound calls but may also assist customers in office or may investigate usage or billing patterns to resolve questions.

Determines nature of problem or request and responds by providing information, reviewing history, making adjustments, and / or requesting inspections or repair.

Handles a full range of issues and may be assigned the most difficult or sensitive calls. Duties include but are not limited to investigating and resolving complaints;

assisting customers; preparing reports and documents; and providing information. Supervision Received Works under direct supervision and follows standardized procedures and written instructions to accomplish assigned tasks.

Essential Duties & Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

May perform other duties as assigned. Receives inbound calls from customers with billing questions or concerns. Logs call and determines 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.

Explains, addresses and researches billing complaints. Reviews past usage history with customer. 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. Decision Making Based on customer contact, position determines appropriate step to assist with issue, take action, or refer to other source.

May order inspections or repairs; make temporary bill adjustments or take other appropriate measures. Leadership Provided Position is an advanced level individual contributor and may provide coaching, training, or guidance to

Knowledge, Skills & Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully.

It is not an exhaustive list. Thorough 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 instructions, processes

Minimum Qualifications - Education and Experience High school diploma or General Equivalency Diploma (GED). 2 years of utility call center response experience or at least 5 years' experience in lieu of education.

Preferred Education & Experience Same as Minimum.

Licensures and Certifications None required

Essential Capabilities and Work Environment Required physical, lifting, and sensory capabilities are requirements to perform the job successfully.

Typical environmental conditions associated with job.