Call Center Specialist

Morrow, GA

POSITION:                           Call Center Specialist I

DEPARTMENT:                 Customer Accounts

PAYGRADE:                          103H

PAY:                                          Call Center Specialist I - $20.900/ Mid $26.647 / Max $32.395

DEADLINE:                           Thursday, July 17, 2025

JOB SUMMARY:

The purpose of this position 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 JOB FUNCTIONS:      

Receives inbound customer calls while utilizing CCWA’s Customer Information System (CIS) and other software programs; enters new customer information into system; updates existing customer information; and routes calls as necessary.

Handles the appropriate number of calls to satisfy the required levels of service for the Call Center performance metrics; follows-up customer calls as needed.

Keep records by notating each account during each call.

Identifies customers’ needs, clarifies information, researches issue; and provides solutions,

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; refers customers to partners if needed for hardship assistance.

Explains the leak adjustment process and uploads needed documents into the CIS; provides leak detection tips for customers.

May perform after-hours duties taking after hours calls and dispatching appropriate staff; may process information provided via night drops and drive throughs.

Interacts with other departments within CCWA to resolve complaints and handle complex or delinquent accounts.

Performs other assigned duties.

MINIMUM REQUIREMENTS TO PERFORM WORK:

Call Center Specialist I

High school diploma or equivalent; including 1 year of experience working in a call center, or related duties, or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

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.

Required Licenses/Certifications: 

None

PHYSICAL DEMANDS:

This position classifies the physical exertion requirements as sedentary work involving lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally, and other sedentary criteria are met.

WORK ENVIRONMENT:      

 Essential functions are regularly performed without exposure to adverse environmental conditions.

Work is performed in a relatively safe, secure, and stable work environment.

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.