DWM Water Service Representative II (Walk - In)

About the role

Performs in-person public customer service and record-keeping duties related to the operational records of water utilities. Provides a wide range of information and assistance to utility customers and the general public. Responds to inquiries regarding new service, disconnect, billing, account status and meter complaints. Maintains accurate customer and operational records, and service applications and ensures compliance with departmental procedures. Serves as a primary point of contact between the utility department and the community, delivering professional and courteous service. Works under moderate supervision; both ongoing and completed work are regularly reviewed to ensure accuracy and quality.

Responsibilities

• Responds to questions, complaints, or requests for service to determine proper response
• Research requests, problems, and complaints and initiates appropriate action; produces work orders to resolve service issues
• Enters, retrieves, reviews, or modifies data in computer database and verifies accuracy of entered data
• Sets up or disconnects utility service in-person
• Establishes deposit amounts for new utility users and submits deposit refunds
• Processes water and sewer meter applications ensuring City requirements are met
• Answers customer questions; investigates billing complaints and submits account adjustments
• Uses various computer systems to enter data for new utility customers and make data changes
• Ensures accounts are notated and documents are uploaded in system database
• Interacts with customers and obtains information to assist them
• Prepares orders to connect, disconnect, restore, and repair meters and performs other service-related changes
• Communicates with customers by telephone, email, or other communication methods
• Ensures account is documented with customer interaction details and uploads documentation
• Communicates with internal customers for account resolution
• Builds and maintains positive working relationships with co-workers, other City employees and the public using principles of good customer service
• Provides information to customers about utility programs and community financial assistance resources
• May perform other assigned duties

Qualifications

Education and Experience: High school diploma or equivalent. Three (3) years of customer service experience.

Licensures and Certifications: Valid State of Georgia driver's license.

Preferred Requirements: Completion of Technical or Vocational course of study in Construction, Utility Management, or related area, and five (5) years of work experience in a water distribution system.

Knowledge, Skills, and Abilities

• Knowledge of the operation of the water distribution system and how various issues may affect customers
• Knowledge of data available for field use in various distribution record systems
• Ability to build and maintain good working relationships with staff members and the public
• Ability to communicate effectively verbally and in writing

Work Environment

Work is performed in an office environment utilizing modern office equipment and technology and may require sitting or standing for prolonged periods of time, assisting customers and utilizing computers.

Pay

$43,259