Customer Care Representative

DeKalb County Government; Decatur (GA); On-site; USD 26,000 - 33,000; Full time

Job summary

DeKalb County Government is seeking a customer service-focused associate for work in multiple departments in Decatur, GA. The role handles inquiries about water, sewer, sanitation and related services, with a salary range of $19.00 to $23.91 per hour.

It is nonexempt under FLSA. The position involves billing research, account updates, and processing service requests, with opportunities to support and train billing staff as needed.

Qualifications

• High school diploma or GED required; one year 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: None

Responsibilities

• Performs customer service; provides information on water, sewer, sanitation or other services by phone or in person.
• Analyzes accounts; reviews billing charges, meter readings, and service issues; resolves questions.
• Enters new accounts, connections/disconnections, work orders; assists customers in identifying needed services; inputs data and creates work orders.
• Provides daily support and training to billing system personnel on technical and customer service issues.

Job description

Job Description

This vacancy is available in multiple departments.

Grade: 6 Salary Range: $19.00 - $23.91/hour depending on experience FLSA: Nonexempt

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.

Job Description

This vacancy is available in multiple departments.

Grade: 6 Salary Range: $19.00 - $23.91/hour depending on experience FLSA: Nonexempt

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.

Performs customer service functions; provides information/assistance regarding water, sewer, sanitation or other services, procedures, documentation, fees, or other issues on the phone or in person; distributes forms and documentation; responds to routine questions or complaints; research problems/complaints; and initiates problem resolution.

Analyzes customer accounts; receives and reviews billing charges, meter readings, and service issues; performs calculations to resolve seasonal billing questions, tiers, and consumption; identifies errors and problems; initiates problem resolution; and maintains and updates all files and accounts.

Enters new accounts, connections/disconnections, work orders, re-reads or other requests in department computer systems; assists customers in identifying needed services; provides information regarding services and fees; inputs data; and creates and updates work orders.

Provides daily support and training to billing system personnel on technical and customer service issues, ensures cross-training and adequate coverage for efficient billing operations.

Minimum Qualifications

High school diploma or GED required; one year 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: None

Supplemental Information

• To be considered for this position, you must pass a pre-hire assessment.

You Will Be Evaluated On Filing, Spelling, Math And Data Entry. The Time Limit And Passing Score For Each Assessment Module Are Listed Below

• Offer is contingent upon the successful completion of a background investigation and pre-employment physical and a drug/alcohol screen.

Position posted until a viable pool of candidates has been established. This posting is to fill the current vacancies.