Customer Resolution Specialist

Posting Expires: 8/9/24

Salary Range: $38,292.80- $57,491.20

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 inbound 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, investigates complaints, reviews, audits and analyzes customer billing records. Coordinates with billing and  utility field units to  obtain necessary information to assist customers and determine appropriate outcomes.
• Researches 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:<