Job Summaries: The role performs clerical duties and assists customers with water, sewer, stormwater, and other services.
Responsibilities:
Convey stewardship, empathy, and a pleasant tone in the customer experience
Exercise active listening, critical thinking, troubleshooting, and problem-resolution skills
Communicate work-related matters in a clear and professional manner
Maintain a professional appearance
Greet people courteously while responding to general information questions
Process phone, email, chat, mail, and in-office requests, portals, issues, alerts, and reminders accordingly
Accurately and efficiently balance a drawer and reports at the end of the day and process daily deposits, if applicable.
Account Management:
o Obtain all required documents
o Process quotes and applications for service(s) at existing or new locations
o Assist with billing and payment matters such as arrangements, installment plans, balance inquiries, payment transactions, various fee charges and adjustments, etc
o Assist with service(s) requests such as establishing, transferring, and closing service accounts
o Assist with processing various permit transactions o Process service interruptions, reconnections
o Ability to explain activities such as rates, billing, credits, and appeals
o Follow up on work and customer contacts to ensure customers' needs are met while protecting the company's interests
o Issue work orders regarding concerns, customer issues, emergencies, or fieldwork, with some follow-up actions.
o Investigate and research returned invoices/mail.
o Effectively troubleshoot and correctly resolve minor technical issues involving customer accounts.
o Update customer information
Receptionist area:
o Answer the telephone system and appropriately route it to the individual or department, or handle the call.
o Monitor floor cameras, if applicable
o Log and route deliveries timely and appropriately
o Verify processed mailed payment files for accuracy
o Obtain and process payments/ transactions from the night deposit bins
o Efficiently and accurately distribute MWA mail to employees/departments’ bins
Effectively communicate and work closely with other departments
Ensure adequate coverage, timely customer transaction handling, and timely opening and closure
Maintain a secure and stocked work area
Train coworkers as needed
Assist in other areas as needed and serve as a backup to coworkers
Performs other duties as assigned or requested
Qualifications:
Experience working in customer service
Ability to handle a high volume of work and be able to multitask
Excellent oral and written communication skills
Strong organizational and critical thinking skills
Self-motivated and proactive response to issues
Ability to work overtime may be required early, late, or on weekends
Proficient with computers and MS Office applications (Word and Excel)
Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments
High School diploma or equivalent
A valid Georgia driver’s license with a clean driving record Physical Requirements:
Ability to work in an office environment with some field exposure
Frequent driving, walking, bending, stooping, sitting, crawling, climbing, crouching, or balancing
Ability to lift to waist level, pull, and push up to 40 pounds.
Use hands for simple grasping, writing, drawing, and operating office equipment.
Ability to grasp and hold
