DWM Customer Resolution Specialist

Posting expires: September 16, 2026

Salary range: $47,474 - $63,379

General Description and Classification Standards:

The Department of Watershed Management Customer Contact Center (DWM CCC) serves water and sewer customers with billing, account, payment, service, and general inquiries. Customer Resolution Specialists (CRS) are responsible for providing accurate, courteous, and efficient service in a fast-paced, high-volume contact-center environment.

The CRS responds to customer inquiries, researches account and service issues, documents interactions, resolves concerns whenever possible at the first point of contact, and escalates issues requiring additional review or authorization. Work is performed under direct supervision in accordance with established policies, procedures, and performance standards.

On day one, city employees are eligible for competitive compensation, paid holidays and leave, health benefits including dental, vision, and prescription coverage, and retirement savings plans.

Essential Duties and Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Maintain regular attendance and punctuality and adhere to assigned schedules, breaks, lunches, and availability requirements.

• Respond to customer inquiries by phone and other assigned channels, including email, mail, and live chat.

• Assist with billing, adjustments, appeals, payments, refunds, meter readings, leaks, disconnections, reconnections, service verification, meter installations, and other water and sewer service matters.

• Use active listening, empathy, critical thinking, and problem-solving skills to identify customer needs and provide accurate, policy-based resolutions.

• Research account history, billing information, service records, case notes, databases, and other resources to investigate concerns and determine appropriate action.

• Initiate work orders, service requests, payment-related requests, and other transactions within established authority.

• Take ownership of customer inquiries from initial contact through resolution, minimizing unnecessary transfers and repeat contacts.

• Recognize complex, sensitive, high-impact, or unresolved issues and follow established escalation procedures.

• Maintain clear, accurate, complete, and timely documentation of customer interactions, actions taken, commitments, account activity, and case updates.

• Verify customer identity and account information before accessing, discussing, or modifying protected information and maintain confidentiality of customer, financial, and personally identifiable information.

• Educate customers about available online resources and self-service options.

• Use approved procedures, scripts, job aids, and knowledge resources and remain current on changes to DWM policies, rates, programs, systems, and service requirements.

• Participate in knowledge sharing and peer support and perform other duties as assigned.

• May perform other duties as assigned.

Performance Expectations

Customer Resolution Specialists are expected to balance service quality, accuracy, efficiency, and complete resolution of customer needs. Performance may be measured through:

• Quality assurance and customer experience

• Documentation and data-entry accuracy

• Productivity and first-contact resolution

• Schedule adherence and attendance

• Compliance with policies and procedures

• Other established contact-center performance measures

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities:

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Communicate clearly and professionally in verbal and written interactions.

• Provide courteous, empathetic service and remain composed during difficult customer interactions.

• Apply critical thinking, sound judgment, problem-solving, and conflict-resolution skills.

• Interpret account history, billing data, service records, procedures, and related information.

• Determine when an issue can be resolved independently and when referral or escalation is required.

• Simultaneously communicate with customers and accurately enter data into computer systems.

• Efficiently navigate multiple applications, databases, knowledge resources, and communication platforms.

• Learn and use new technologies and customer-service applications.

• Maintain accurate records and protect confidential information.

• Manage multiple tasks, prioritize work, and remain detail-oriented in a fast-paced environment.

• Adapt to changing policies, procedures, technologies, and operational requirements.

• Collaborate effectively with team members and internal departments.

• Use proper English grammar, spelling, punctuation, basic business mathematics, and common Microsoft Office applications.

• Sit and work at a computer workstation for extended periods.

Minimum Qualifications:

Education and Experience - 

1. High School diploma or GED equivalent and 
2. Minimum of two (2) years of customer service experience.
3. Experience serving customers or the public in a professional environment.
4. Experience using computer systems, databases, or office applications to document and manage customer interactions.
5. Experience working within established policies, procedures, and service guidelines.
6. Intermediate proficiency with Microsoft Office 365 applications, including Outlook, Teams, Excel, PowerPoint, and Word.
7. Ability to learn customer-service and contact-center software.

Licensures and Certifications - None required.

Preferred Requirements - 

• Three or more years of experience in a high-volume call center, contact center, utility customer-service operation, or similarly complex environment.

• Experience resolving billing, account, payment, or service-related issues.

• Experience using CRM, billing, customer information, workforce management, knowledge-management, or contact-center systems.

• Experience in a performance-managed environment with established quality, productivity, schedule-adherence, and customer-service expectations.

• Utility, municipal government, public-sector, or water and sewer customer-service experience.

• Experience supporting customers by phone, email, and live chat.

Work Environment:

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Training:

8:15 a.m. to 5:00 p.m.

Work Schedules:

7:15 a.m. to 4:00 p.m.

8:15 a.m. to 5:00 p.m.

9:15 a.m. to 6:00 p.m.

Lifting Requirements: 

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law.  We value and encourage diversity in our workforce.