POSITION: Call Center Specialist (Part-Time) - Bilingual Preferred
DEPARTMENT: Customer Accounts
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.
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.
Performs other related duties as required.
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. Bilingual (spanish/english) is preferred.
PAYGRADE: 13H (Starts at $16.998/hourly)
DEADLINE: Thursday, October 21, 2021