Customer Care Representative

The Customer Care Representative is responsible for assisting customers in the business office and call center area with water, sewer, stormwater, and other services. The representative is also responsible for various back-office functions within customer service. This role performs clerical duties with knowledge of what is required at a proficient or comprehensive level. The summary and list of responsibilities are not all-encompassing, as other duties may be assigned to handle.

• Account Management:



• Assist with quotes and applications for service(s) at existing or new locations



• Assist with billing and payment matters such as arrangements, installment plans, balance inquiries, payment transactions, various fee charges, and adjustments, etcetera



• Assist with service(s) requests such as establishing, transferring, close service accounts



• Assist with processing various permit transactions



• Process service interruptions, reconnections



• Ability to explain activities such as rates, billing, credits, and appeals



• Exercise active listening, critical thinking, troubleshooting, and problem-resolution skills



• Follow up on work and customer contacts to ensure customers' needs are met while protecting the company's interests



• Issue work orders regarding concerns, customer issues, or field work, with some follow-up actions.



• Accurately balance a drawer at the end of day and processes daily deposits, if applicable.



• Investigate and research returned invoices/mail.



• Process phone, email, chat, mail, and in-office requests



• Effectively troubleshoot and correctly resolve minor technical issues involving customer accounts.



• Process portals, issues, alerts, and reminders accordingly



• Greet people courteously



• Respond to general information questions



• Answer emergency inquiries, submit emergency work order requests



• Effectively communicate and work closely with other departments



• Assist in other areas as needed



• Receptionist area:



• Answer the telephone system determining the nature of the call, direct it to the appropriate individual or department, or handle the call.



• Monitor floor cameras in the business office



• Log and route deliveries timely and appropriately



• Verify processed aperta files for accuracy



• Mailroom area:



• Pick up incoming mail from the post office, process outgoing mail using a postage machine and deliver it to the post office



• Obtain and process payments/ transactions from the night deposit bins



• Efficiently and accurately distribute MWA mail to employees/departments’ bins



• Process mail payments using electronic scanning equipment and several application systems



• Ability to verify all processes are completed correctly and correct any errors.



• Cash Office area:



• Process petty cash requests from MWA employees



• Perform periodic audits on petty cash funds for compliance and accuracy.



• Maintain cashier's change fund and prepares monthly accounting of fund drawer



• Balance cashier's daily receipts



• Prepare funds collected/received for daily bank deposits



• Accounts for all cash and checks collected; resolves discrepancies before closing



• Assist with training and resolving issues encountered by tellers



• Bills miscellaneous fees as necessary while maintaining related files and reports



• Process chargebacks and notify customers of possible service interruption



• Address issues received from MWA staff related to customer payments



• Assist with year-end closing



• Communicate outages and other issues to management



• Reconcile other payment methods with internal reporting

General Qualifications:

• Strong verbal and written communication skills.



• Strong critical thinking and troubleshooting skills



• Must have the flexibility to work altered or extended hours.



• Typing speed of 35 WPM



• Strong computer skills



• High School diploma or equivalent



• A valid Georgia Driver's License with a clean driving record.



• Level of Computer literacy generally accepted as intermediate.

Physical Requirements:

• Frequent sitting



• Occasional bending, stooping, crouching, climbing, 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.