DWM Customer Resolution Specialist (Office of Customer Care and Billing Services)

Posting expires: August 21, 2025

General Description:

The Customer Resolution Specialist is responsible for addressing and resolving inbound customer service inquiries for the Department of Watershed Management (DWM). This position performs high-volume public contact and recordkeeping duties related to the operational, financial, and commercial records of water utilities. The role provides accurate and timely information to utility customers and the general public regarding billing, account issues, and service requests.

Classification Standards 

This classification performs routine to moderately complex customer service functions involving public contact and account management. Candidates should have prior experience in a customer service or call center setting and demonstrate strong communication and problem-solving skills. Work is performed under moderate supervision, requiring the application of established procedures and policies.

Supervision Received:

Works under close to moderate technical supervision. Work in progress and completed tasks are reviewed regularly for quality assurance, accuracy, completeness, and adherence to established procedures and guidelines.

Essential Duties and Responsibilities

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Receives and handles inbound telephone calls related to DWM policies, procedures, and account issues.
• Assists customers with inquiries on billing, adjustments, appeals, meter readings, leaks, and other water/sewer concerns.
• Actively listens to customer concerns, asks clarifying questions, and evaluates information to provide accurate, policy-based responses.
• Communicates with customers via phone, email, mail, and live chat.
• Provides real-time customer support through live chat by responding to inquiries, assisting with billing questions, and guiding customers through self-service tools in a professional and timely manner.
• Researches account records and databases to resolve complex inquiries and disputes.
• Coordinates with internal units (billing, field services, inspections) to obtain information needed to assist customers.
• Initiates work orders and service requests as needed to address customer concerns.
• Updates and maintains accurate customer account notes and records across various systems and applications in accordance with established procedures.
• Assists customers with initiating financial transactions such as payment transfers and credit refunds by providing guidance and submitting appropriate requests for processing.
• Provides support for service-related issues such as disconnections, reconnections, meter installations, and verifications.
• Participates in peer-to-peer training and serves as a knowledge resource to newer representatives and departmental staff.
• Performs other related duties as assigned to support business needs.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge, Skills & Abilities:

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Strong interpersonal and human relations skills.
• Knowledge of personal computer operation in office applications
• Knowledge of proper English usage, including grammar, spelling, and punctuation.
• Knowledge of basic business mathematics
• Proficient in using office technology and computer-based systems to perform daily work-related duties 
• Ability to interpret and analyze pertinent procedures, data, and functions quickly.
• Ability to exercise sound judgment in interpreting and applying information to a variety of situations, and in taking appropriate action under moderate supervision.
• Ability to maintain accurate records. 
• Ability to speak clearly and concisely.
• Ability to demonstrate strong written and verbal communication skills.
• Ability to manage multiple tasks, remain detail-oriented, and work efficiently under moderate supervision.
• Ability to simultaneously converse with customers and accurately enter data into a computer.
• Ability to maintain composure and professionalism during difficult customer interactions.

Minimum Qualifications:

Education:

High School Diploma or GED required.

Experience:

Minimum of 2 -4 years of customer service experience involving public contact and use of computer systems, preferably in a call center or utility services environment.

Preferred Requirements – 4 or mor years of customer service experience involving public contact or with a prior utility organization 

Licensures and Certifications – N/A

Work Schedule:

This position follows the City’s hybrid work schedule policy as assigned by the Department of Human Resources Commissioner and requires in-person work at City worksites/facilities at least four (4) days per week, with the option to work remotely one (1) day per week, based on eligibility, departmental needs, and supervisor approval. The hybrid work schedule is subject to change at any time to five (5) days in-person work.

Lifting Requirements:  

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. 

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department. 

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law.  We value and encourage diversity in our workforce.