Customer Service Representative

HCWA Board of Directors; McDonough (GA); Hybrid; USD 37,000 - 46,000; Full time

Job summary

Henry County Water Authority is seeking a full-time Customer Service Associate to handle a high volume of customer calls, process payments and service requests, and guide customers through online accounts.

The role emphasizes a people-first approach and accurate cash handling, with opportunities for telework where applicable.

Qualifications

• High school diploma or GED required.
• 1–3 months related experience.
• Ability to add, subtract, multiply, and divide.

Responsibilities

• Answer a high volume of calls with a people-first attitude and ensure high customer service standards.
• Process payments on current and past due accounts and required deposits with proper cash handling.
• Process requests to start, transfer or stop services and make account changes as needed.
• Initiate actions to resolve complaints and investigate issues.
• Assist customers with navigating online accounts and educating on water usage checks.
• Maintain customer service files and process reservoir permit applications.

Skills

Customer service

Cash handling

Computer skills

Education

High school diploma or GED

Tools

General office software

Job description

This is a full-time position responsible for performing a wide variety of customer service functions.

This role requires a set schedule of four 10-hour shifts, 7:15 AM - 6:15 PM.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answers a high volume of calls each day from customers and responds to questions while maintaining a "people-first" attitude, ensuring all interactions meet high standards for optimal customer experience.
• Takes payments on current and past due accounts and required deposits, ensuring appropriate cash handling procedures are followed.
• Processes requests to start, transfer or stop services, making other account changes as needed.
• Initiates actions to resolve complaints when necessary.
• Sends correspondence to customers for use in collection attempts of past-due accounts.
• Examines meter reading entries for evidence of irregular conditions. Creates service orders for possible corrective action.
• Marks accounts for dispute and creates service orders for investigation.
• Maintains customer service files.
• Processes applications for reservoir permits and other HCWA activities that are open to the public.
• Assists customers in the navigation of online accounts.
• Educates and advises customers on how to check for water loss that may account for high water usage.
• Voids invoices and/or miscellaneous charges when appropriate.
• Works with delinquent account customers to make payment arrangements for collection of past due debt.
• Monitors payment arrangements on customer accounts.
• Some teleworking may be required.

Education and/or Experience: High school diploma or general education degree (GED); one to three months related experience. Ability to add, subtract, multiply, and divide in all units of measure. Strong computer and general office skills are required.

Certificates, Licenses, and/or Registrations: Valid Georgia driver’s license.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Henry County Water Authority is an Equal Opportunity Employer.