Customer Resolution Specialist

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.

• Communicates directly with customers via telephone, mail, email.

• Actively listens to the caller’s concerns, asks probing questions, evaluates the information 
obtained, and provides the appropriate response in accordance with specific instructions and 
training.

• Uses knowledge and resources to act as first point of contact for subjects such as customer 
service standards; call processing procedures; City of Atlanta Department of Watershed 
Management’s (DWM) mission, vision, values, operating procedures, and points of contact.

• Interacts with customers to answer questions, investigate complaints, review, audit and 
analyze customer billing records. Coordinates with billing and utility field units to 
obtains necessary information to assist customers and determine appropriate outcomes.

• Research account records and various databases to resolve difficult customer inquiries, 
provides updates on billing disputes, water sewer appeals and prepares correspondence. 

• Responds to customer questions, complaints, or requests for services. Thoroughly 
researches customer concerns and
analyzes data to determine proper responses to inquiries. Initiates appropriate actions and 
generates work orders to resolve service-related issues.

• Assists customers with various DWM services such as verifying active water service, meter 
installations, repairs, disconnection and restoration of water and sewer services.

• Uses various computer systems and software to perform data entry functions such as; 
entering, retrieving, reviewing accuracy, and correcting customer data when necessary.

• Facilitates financial transactions such as transferring payments, refunding credit amounts or 
Updates customer records and notes appropriately in accordance with established 
procedures. Initiates requests for customer follow up contact, and other duties as needed.

• Assists in peer to peer 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.

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, w