Customer Care Representative

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

Job summary

DeKalb County in Georgia is seeking a customer service oriented professional to support billing and account services. The role involves handling inquiries by phone and in person, assisting with account setup and service requests, and resolving routine issues to ensure accurate billing and timely responses.

The position requires a high school diploma or GED and about one year of related experience. Training will cover billing systems and cross-functional procedures to support reliable city

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.

Responsibilities

• 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.

Skills

Customer service

Communication

Education

High school diploma or GED

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 excludethem from the classification if the work is similar, related, or a logical assignment for this classification. Other dutiesmay 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 inperson; 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 serviceissues; performs calculations to resolve seasonal billing questions, tiers, and consumption;identifies errors and problems; initiates problem resolution; and maintains and updates all files andaccounts.

Enters new accounts, connections/disconnections, work orders, re-reads or other requests indepartment computer systems; assists customers in identifying needed services; providesinformation 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 serviceissues, 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 requisiteknowledge, 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. Thetime limit and passing score for each assessment module are listed below:
• Offer iscontingent 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.