Senior Customer Account Specialist

Morrow, GA

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.

Reviews and coordinates workload for back desk including but not limited to new meter applications, toilet rebates, service orders received via fax, email and CSS, lawyers’ requests, open records requests, etc. Monitors work performance of customer account specialists. Troubleshoots standard day to day inquiries and handles escalations from customers made via fax or email. Performs the job responsibilities of the work unit and acts as a resource for the other customer account specialists.

Assists with training and development of staff, such as providing system training, training refreshers, and training transformations.

Processes new meter installation requests for commercial and non-commercial meters, which include engineering quotes, letters, applications for service, set-up, invoicing, and collections activity if needed. Receives and processes transfers and termination of water service requests via email or fax.

Responsible for overseeing and assisting with collections duties including processing bankruptcies, closing accounts when needed, determining when service should be disconnected, and partnering with Meter Services on collection activities. Negotiates payment arrangements and communicates with field staff regarding payments that have been received to avoid disconnection.

Generates reports for deposit listings: monitors accounts for payments for all paid or unpaid invoices. Creates and balances all returned payments, handles the collection process for these returned payments including letters, calls, etc. Determines account information to be transferred to collection agency and reviews reports and invoices to determine bad debts and the revenue impact.

Oversees and assist with phone calls and front counter account issues directed to the Collections area: negotiates pay arrangements with customers when appropriate; and communicates with field representatives on payment collection status for reconnect accounts via email or phone. Reviews status of active commercial and industrial accounts: and partners with Meter Services regarding collection actions.

Reviews customer accounts for residential toilet rebate program: coordinates reviews with North Georgia Water organization. Manages affordability programs including hardship assistance, veteran’s discount, and senior citizen discount program.

Assists in processing payments including opening payments received in drop boxes, researching payments that are missing payment coupons, and determining when credits are due to customers or if balances should be transferred to other accounts.

Assist with the processing of new meter applications for residential and commercial accounts into department computer systems, such as Customer Information Software (CIS), work order system, and JD Edwards Enterprise One (JDE). Receives and creates receipts for insurance payments, travel advance, surplus sales, and any other miscellaneous monies: and enters all related data into JDE.

Provides back-up to and assists department staff regarding customer related questions, escalations, processing errors and mail correspondence.

Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures: receives and reviews various documentation; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation; compiles data for further processing or for use in preparation of department reports; 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, outside organizations, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Additional Functions:

This position may be responsible for afterhours duties including but not limited to taking after hours calls and dispatching appropriate staff.

Performs other related duties as required.

Minimum Qualifications:

High School Diploma or GED required, supplemented by five years of experience in customer service, cashiering, or related 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: None.

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.


PAYGRADE:                                     17H (starts at $23.309/hour)

DEADLINE:                                       Friday, January 22, 2021



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