DWM Water Service Representative I (OLIO - Operations)

City of Atlanta•Atlanta, GA

About The Position

Responsible for providing customer service related to water and sewer issues, including receiving and processing service requests, dispatching specialists, and responding to inquiries via phone and email. This role involves coordinating with various departments and crews to ensure timely resolution of water and sewer issues, maintaining accurate records, and conducting research as needed. Provides a wide range of information and services to utility customers and the public. Performs more routine tasks and duties with public contact and account management.

Requirements

High school diploma or General Equivalency Diploma (GED)
Minimum of 2 years’ experience with Customer service and public contact involving the use of personal computers.
Valid State of Georgia driver’s license.
General knowledge and principles of human relations
Experience using computer office applications and equipment and following office procedures.
Background in written English and business math
Communicates effectively with utility customers in person and over the telephone.
Understands relevant procedures and uses good judgment interpreting and applying correct principles in a variety of circumstances.
Makes accurate and logical determinations based on data and interpretive guidelines.
Maintains accurate records, speaks clearly and concisely, and can converse with customers while accurately entering data.

Responsibilities

Answer incoming calls from clients, crew members, and customers, providing assistance and information, as necessary.
Update emails and respond to updates promptly to ensure effective communication.
Create service requests and work orders accurately and efficiently in response to customer inquiries and reported issues.
Dispatch specialists to investigate water issues, ensuring appropriate allocation of resources and timely response.
Contact customers via phone or email to provide information, advice, and assistance regarding water service.
Process irrigation water orders, requests for domestic water and sanitation, and unscheduled water orders.
Handle calls regarding breaks, malfunctions, temporary turn-offs, and changes in water orders.
Maintain and research fiscal, service, and other records related to utility services, usage, and billing.
Use critical thinking skills to multitask and collaborate effectively with colleagues and stakeholders.
Demonstrate a strong work ethic, solid time management skills, and professionalism in all interactions.
Implement best practices in customer service and lead by setting a positive example for associates.
Receive incoming calls from multiple queues throughout the daily shift and provide appropriate assistance.
Notify 811 and input information for utility locates via phone or online system.
Create work orders for field crews based on reported issues and service requests.
Process requests and respond to issues related to residential and commercial utility services, ensuring accurate and timely resolution.
May perform other duties as assigned.