Position: Customer Service Specialist (Bilingual Preferred)
Department: Customer Accounts
Paygrade: 104 H
Pay: Min: $21.711 Mid: $27.682 Max: $33.652
Deadline: Friday, April 25, 2025
Purpose of Classification:
The purpose of this classification is to accept payments for utility services and to provide information, answer questions, and provide a high level of professional customer service regarding water service accounts, conservation of water, customer complaints, payment arrangements and orders for reconnection at an assigned location.
Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Accepts cash, check, money order, and credit card payments for water services: posts water and sewage bill payments; and processes payments for deposit.
Processes and generates service orders for new service, transfers and termination of services as requested by customers.
Performs customer service functions for walk-in customers: answers questions regarding account balances; handles customer complaints; makes payment arrangements; prepares orders for reconnection of service; and prepares leak adjustment requests.
Assists customer with troubleshooting for possible leak sources: contacts or dispatches appropriate orders via City Work applications to other water authority personnel as needed.
Processes applications for Automated Cash Handling (ACH) Draft Service, Senior Citizens Program, Continuous Service Program, and the Budget Billing Program.
Processes applications for purchase of hydrant meters: accepts payments; and direct customers to warehouse for meter pick up.
Initiates Workflow Requests between Customer Service and other departments: performs follow-up, if necessary.
Provides back up and assistance to other department staff as needed.
Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures: receives and reviews various documentation; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.
Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.
Communicates with supervisor, other CCWA employees, vendors, third party service contractors, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Additional Functions:
Performs other related duties as required.
Minimum Qualifications:
High school diploma or GED preferred; supplemented by one years of experience in customer service or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.
Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all CCWA or departmental policies, practices, and procedures necessary to function effectively in the position.
Performance Aptitudes:
Data Utilization: Requires the ability to determine, calculate, tabulate, or summarize data/information, following a prescribed plan requiring the exercise of some judgment. Includes performing subsequent actions in relation to these computational operations.
Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
Functional Reasoning: Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.
Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
ADA Compliance:
Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 10 pounds). Tasks may involve extended periods of time at a keyboard or work station.
Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally.
Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.
At CCWA, it is our policy to provide equal employment opportunities to all employees, including temporary employees, and applicants for employment based on qualifications, abilities, and merit. Therefore, CCWA prohibits discrimination against employees, applicants or any other legally covered persons because of race, color, religion, national origin, age, sex (including pregnancy, sexual orientation and gender identity or expression), citizenship, genetic information, disability status, past, current, or prospective membership in the uniformed services or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to job advertisements, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training.
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