POSITION: CALL CENTER SPECIALIST I
DEPARTMENT: CUSTOMER ACCOUNTS
PAYGRADE: Min: $20.291 / Mid: $25.871 / Max: $31.451
104H
DEADLINE: Weds, November 20, 2024
Purpose of Classification:
The purpose of this classification is to process inbound phone calls and to provide information, answer questions, and provide professional customer service regarding water service account balances, conservation of water, customer complaints, payment arrangements and orders for reconnection at the CCWA call center.
Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Receives inbound customer calls while utilizing CCWA’s Customer Information System (CIS) and other software programs.
Handles the appropriate number of calls to satisfy the required levels of service for the Call Center performance metrics.
Processes customer-initiated service orders and service requests, such as move-in orders, move-out orders, transfer of services, reconnect orders, high bill requests, etc.
Processes pay arrangements to customer accounts.
Explains the leak adjustment process: assists with leak detection; and computes billing adjustments.
Interacts with other departments within CCWA to resolve complaints and handle complex or delinquent accounts.
Processes applications for CCWA’s assistance and affordability programs.
Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures: prepares, receives and reviews various forms, reports, correspondence and documentation; reviews, completes, processes, forwards or retains as appropriate; and maintains computerized and/or hardcopy records.
Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.
Communicates with supervisor, other CCWA employees, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Additional Functions:
Performs other related duties as required.
Minimum Qualifications:
High school diploma or GED required; supplemented by one year of work experience that shows an ability to maintain steady employment in any field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.
Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all CCWA or departmental policies, practices, and procedures necessary to function effectively in the position.
Performance Aptitudes:
Data Utilization: Requires the ability to determine, calculate, tabulate, or summarize data/information, following a prescribed plan requiring the exercise of some judgment. Includes performing subsequent actions in relation to these computational operations.
Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division. May include counting, recording of counts, and basic measuring.
Functional Reasoning: Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.
Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties which are often characterized by frequent change.
ADA Compliance:
Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.
Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.
Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.
At CCWA, it is our policy to provide equal employment opportunities to all employees, including temporary employees, and applicants for employment based on qualifications, abilities, and merit. Therefore, CCWA prohibits discrimination against employees, applicants or any other legally covered persons because of race, color, religion, national origin, age, sex (including pregnancy, sexual orientation and gender identity or expression), citizenship, genetic information, disability status, past, current, or prospective membership in the uniformed services or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to job advertisements, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training.