Water Customer Service Specialist II - Billing Support

Cobb County Government; Marietta (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Cobb County Government is seeking a Water Customer Service Specialist II to support the Water System operations in Marietta, GA. The role focuses on account maintenance, billing adjustments, and responsive customer service for water customers.

Responsibilities include entering billing data, applying charges and deposits, processing service orders, and resolving billing issues. Strong communication and prior utility billing experience are preferred.

Qualifications

• High School Diploma or GED and two years in utility billing and collections.
• Ability to exert very moderate physical effort with light to moderate lifting (12–20 lbs).
• Excellent numeric and data entry skills.
• Strong communication and customer service abilities.

Responsibilities

• Process leak adjustments, misread meter corrections, billing exceptions, returned payments, and refunds.
• Provide customer service, answer questions, and investigate issues related to water accounts and billing.
• Enter transactions into the billing system, apply charges/deposits, set up payment arrangements, and waive fees per policy.
• Enter service orders for gains, finals, service restoration, and verify meter readings.
• Maintain accounts in the billing system, evaluate leak adjustments, send notifications, and monitor billing exceptions.
• Close out service orders, review documents, and update billing records.
• Process online requests to establish/final services, create service orders, and send confirmations.
• Perform other related duties as assigned.

Skills

Customer service

Billing knowledge

Accounts management

Problem solving

Education

High School Diploma or GED

Tools

Billing system

Job description

The purpose of this classification is to provide specialized administrative and customer service functions with an emphasis on establishing and maintaining accounts and resolving customer issues.

The position is vital to the daily operations of the Water System. Our Water Customer Service Specialist II processes the following: leak adjustments, corrections for misread meters, billing exceptions, returned payments, and processing credit balance refunds. Provides customer service: assists customers; provides account and general Water System information; answers questions and concerns; investigates and resolves issues and problems related to water accounts and billing in accordance with department procedures; establishes and closes accounts, and refers difficult questions to lead or supervisor for resolution.

Enters information into billing system to process transactions and update records: applies charges and deposits; determines if customer qualifies for a payment and sets up payment arrangements in billing system; determines if customer qualifies for fee to be waived based-on department policies and waives fees; updates customer information; notates accounts.

Enters service orders in billing system for gains, finals, service restoration, and verifying meter readings.

Maintains accounts in billing system: evaluates requests for leak adjustments and determines if customer qualifies for adjustment; applies adjustments to accounts; sends customer notifications regarding adjustment; processes surety bonds; monitors and corrects billing exceptions; enters special billings into billing system, such as industrial surcharges, water retainage, and municipal account charges; and updates accounts when meters are replaced.

Closes outs service orders completed by field staff: reviews hard copy for completeness, maintains service order records files, enters service order data into billing system, and closes service order in billing system.

Processes customer online requests to establish and final services; including creating service order, and contacting customer to collect payment, and sending confirmation emails.

Performs other related duties as assigned.

Minimum Qualifications

High School Diploma or GED required; supplemented by two years of experience in utility billing and collections.Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).

Sensory Requirements

Some tasks require the ability to hear and communicate orally.

Environmental Factors

Performance of essential functions may require exposure to adverse environmental conditions, such as irate customers.

EEO Statement

Cobb County Government is proud to be an equal opportunity employer. We encourage applications from all qualified individuals, regardless of race, color, national origin, sex, religion, age, disability, or any other legally protected status.