Customer Resolution Specialist

Job Description

Posting expires : March 5, 2025

Salary range : $47,474 - $63,379

DESCRIPTION :

Responsible for addressing and resolving inbound customer service phone calls for the Department

of Watershed Management. Performing 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. Previous call center experience is preferred.

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 inbound telephone calls and provides information about (DWM) processes, polices

and account related concerns. Assists customers with addressing matters such as water and

sewer billing, account adjustments, appeals, meter and leak related complaints.

obtained, and provides the appropriate response in accordance with specific instructions and

training.

service standards; call processing procedures; City of Atlanta Department of Watershed

Management's (DWM) mission, vision, values, operating procedures, and points of contact.

analyze customer billing records. Coordinates with billing and utility field units to

obtains necessary information to assist customers and determine appropriate outcomes.

provides updates on billing disputes, water sewer appeals and prepares correspondence.

researches customer concerns and

analyzes data to determine proper responses to inquiries. Initiates appropriate actions and

generates work orders to resolve service-related issues.

installations, repairs, disconnection and restoration of water and sewer services.

entering, retrieving, reviewing accuracy, and correcting customer data when necessary.

Updates customer records and notes appropriately in accordance with established

procedures. Initiates requests for customer follow up contact, and other duties as needed.

resource to staff of other units of the department. Performs related duties and responsibilities

as required.

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.

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 able 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.

Salary : $47,474 - $63,379