Customer Service Representative / Water Business Office

Customer Service Representative / Water Business Office

Salary

$38,782.00 Annually

Location

Water Business Office - 124 East Hancock Avenue, Athens, GA

Job Type

Full Time

Job Number

2026-1005

Department

Public Utilities

Division

WBO

Opening Date

09/25/2026

Closing Date

10/1/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Purpose & Job Related Requirements

REPORTS TO: Customer Service Supervisor

FLSA STATUS: Non-Exempt

CLASSIFICATION: Personnel System - Requires satisfactory completion of a six-month probationary period

PAY GRADE: 110

SAFETY SENSITIVE: No

Purpose of Job

The purpose of this job is to perform administrative/clerical functions associated with receiving account payments and providing information/service to water and sewer account customers. Duties and responsibilities include, but are not limited to, performing bookkeeping and customer service tasks; opening/closing/transferring customer accounts; providing assistance and information to customers; resolving problems and correcting records; processing account billings; receiving payments and applying to accounts; balancing daily receipts; preparing bank deposits; serving as a liaison for stormwater and solid waste customers, and performing additional tasks as assigned.

Job Related Requirements

Work Schedule: Monday - Friday 8:00 am - 5:00 pm occasionally 8:00 am - 6:00 pm on Wednesdays. Mandatory overtime may be requested on occasion.

May be required to work on religious holidays.

Regular and predictable attendance is required.

Must work cooperatively with others.

When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACCs safe driving policy.

Minimum Training & Experience Required to Perform Essential Job Functions

High school diploma or equivalent with one year of experience involving customer service, cash handling, issuing adjustments and billing procedures or related experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position.

Valid drivers license required.

Bilingual Spanish speaker preferred.

Essential Duties, Responsibilities

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Serves customers by providing information regarding water and sewer system billing policies, procedures, and charges.

Collects payments from customers via various methods (ie in person, electronically, mail, etc.); applies payments to proper account; balances monies received daily to a auto generated edit list; locates and resolves any discrepancies; prepares daily cash and check collections for bank deposit.

Resolves customer billing problems; arranges for credits or adjustments as appropriate; makes corrections to account files.

Establishes new accounts; closes accounts; transfers accounts as requested; processes final account billings.

Processes requests for adjustments to bills based on outdoor summer use or underground leaks; calculates consumption averages for leak adjustments.

Calculates structured payment plans; prepares payment agreements for customer signature; maintains calendar of delinquencies and customer payment agreements.

Coordinates information with Field Customer Service Representatives for processing delinquent accounts and payment plans.

Issue and update service orders to schedule service, including meter re-checks, repairs, replacements, changeouts, adjustments, new service, or disconnections.

Coordinates information with Water Service Technicians regarding proper locations and types of service.

Work with WBO team and other departments to find appropriate solutions to problems.

Inform customers about additional services that would possibly enhance customer experience.

Issues appropriate paperwork for garbage stickers and bags; collects money; posts to accounts; forwards paperwork to Solid Waste Department.

Assist in set up of refuse accounts; provides information on refuse services; collects refuse deposits.

Receives, opens, sorts and processes incoming mail; determines routing and distributes as appropriate; prepares outgoing mail.

Prepares and/or receives various forms, work orders, reports, correspondence and other documents; reviews, completes, processes and forwards as appropriate.

Greets visitors, ascertains nature of business, assists and/or directs visitors to appropriate person.

Answers the telephone; provides information; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary.

Responds to routine requests for information from officials, employees, members of the staff, the public or other individuals.

Upholds customer confidentiality, especially regarding financial matters and identity.

Performs other duties as assigned.

Knowledge, Skills and Abilities

Knowledge of the policies, procedures, and activities of the Public Utilities Department as they pertain to the performance of duties relating to the position of Customer Service Representative.

Knowledge of the terminology used within the department.

Knowledge of unified government and departmental policies and procedures pertaining to water billing.

Knowledge of computerized water billing systems, and water rates, sewer rates and water meter construction fees.

Knowledge of general office procedures, bookkeeping practices, and maintaining accurate accounts.

Skill in oral and written communications.

Skill in utilizing various software programs relevant to the position.

Ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to departmental and/or governmental regulations.

Ability to communicate effectively with supervisors and other staff members.

Ability to use independent judgment in routine and non-routine situations.

Ability to handle required mathematical calculations.

Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments.

Ability to plan, organize and/or prioritize daily assignments and work activities.

Ability to comprehend and apply regulations and procedures of the department.

Ability to operate various machinery and office equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

Supplemental Information

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone. This position requires: walking, standing, bending, stooping, pushing, pulling, lifting, fingering, grasping, feeling, seeing, talking, hearing, and repetitive motions. Must be able to exert up to 10 pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work.

DATA CONCEPTION: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.

INTERPERSONAL COMMUNICATION: Requires the ability to hear, speak and/or signal people to convey or exchange information. Includes giving/receiving assignments and/or directions to/from co-workers, assistants or

supervisors.

LANGUAGE ABILITY: Requires ability to read a variety of informational documentation, directions, instructions, methods and procedures. Requires the ability to prepare letters, reports, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to individuals with poise, voice control, and confidence.

INTELLIGENCE: Requires the ability to learn and understand relatively basic principles and techniques; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management.

VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including terminology related to public utilities, bookkeeping, and radio

dispatching.

NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; compute discount/interest; perform calculations involving variables, formulas, square roots, and polynomials.

FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

MOTOR COORDINATION: Requires the ability to coordinate hands, fingers, and eyes accurately in using office equipment. Requires the ability to use the keyboard, lift, bend, push, and pull objects or materials using body parts as the position necessitates.

MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipment, office supplies, computer supplies, and accounting supplies. Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

COLOR DISCRIMINATION: Requires the ability to differentiate between colors and shades of color.

INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under minimal stress when confronted with an emergency.

PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (Talking - expressing or exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone and two-way radio.

ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or leah.jagatic@accgov.com.

Total compensation at the Unified Government includes a comprehensive set of benefits, a well-established culture of wellness, and a secure retirement that set us apart as a stable Employer of Choice where you can serve and make a difference in the community.

Our Benefits program is designed to support every aspect of our employees' lives, from physical and emotional to social and financial.

Along with their salary, employees receive a variety of comprehensive benefits as part of their total compensation.

As an Employer of Choice, we offer:

Health

• Health Insurance
• Dental Insurance
• Vision Insurance
• Prescription drug plan

Wellness

• Onsite Employee Wellness Center - free for employees, spouse, and children 18+
• Employee Assistance Program
• Wellness education and incentive programs
• Annual Wellness Fair
• Annual employee appreciation events
• Free onsite health screenings (to include hearing, skin cancer, biometric screening, flu shots)
• Safety & Risk training and job-related vaccinations

Family and Career

• Training and professional development opportunities through the Organizational Development Department
• Opportunities and Career Development via the Government Wide Learning Management System

Time

• Annual/Sick leave
• 13 paid holidays per calendar year

Money

• Robust Wellness Program - earn up to $175 per quarter for participation
• Health Savings Account for medical and dependent care
• Employer Paid Pension Plan (10 years of service)
• 457 (b) Deferred Compensation Program with employer match
• Tuition Reimbursement Program
• Public Service Loan Forgiveness Employer - Federal Student Aid
• Financial education programs
• Uniforms provided (if applicable)
• Discount Admissions - ACCGov Parks, Georgia Aquarium

Protection

• Group Accident insurance
• Critical Illness insurance
• MASA Medical Transportation Insurance
• Employer paid basic life insurance
• Whole life insurance
• Employer Paid Short Term Disability
• Long Term Disability
• Contributory term life insurance
• Pet Insurance

To learn more about the Benefits offered at ACCGov, you may access them below.

BENEFITS

http://www.accgov.com/434/Benefits

WELLNESS

http://www.accgov.com/wellness

CAREER DEVELOPMENT

http://www.accgov.com/index.aspx?nid=791

01

Which best describes your highest level of education?

• Some High School
• High School diploma or GED from an institution accredited by SACS
• Some education beyond high school
• Technical or Vocational Degree
• Associate Degree
• Bachelors Degree
• Masters Degree
• Doctorate Degree

02

Indicate below your experience involving customer service, cash handling, issuing adjustments, and billing procedures or related experience.

• No experience involving customer service, cash handling, issuing adjustments, and billing procedures or related experience.
• Less than one year.
• At least one year, but less than two years.
• At least two years, but less than three years.
• At least three years, but less than four years.
• At least four years, but less than five years.
• Five years or more of experience involving customer service, cash handling, issuing adjustments, and billing procedures or related experience.

03

Do you possess a valid Drivers License?

• Yes
• No

04

Please check below the proficiency you have with the Spanish language.

• I do not speak, read or write Spanish
• I can understand basic spoken Spanish
• I can speak basic Spanish
• I understand Spanish conversation well
• I speak Spanish fluently
• I read and write Spanish

05

Which statement best describes your experience providing customer service in a utility, telecommunications, financial services, insurance, property management, government revenue, or other environment involving ongoing customer accounts and billing?

• I have no experience in an account-based customer service environment.
• I have customer service experience, but little or no experience working with customer accounts or billing.
• I have experience assisting customers with account balances, payments, or basic billing questions.
• I regularly research customer accounts and resolve billing, payment, or service-related issues.
• I have extensive experience independently resolving complex account, billing, payment, and service-related issues.

06

What level of experience do you have assisting customers with bills based on consumption, usage, rates, fees, or recurring service charges?

• No experience
• Limited experience explaining basic charges or rates to customers.
• I have explained basic charges or rates to customers.
• I have regularly reviewed usage and billing information to explain charges to customers.
• I have researched unusual usage or billing, identified potential discrepancies, and explained findings or available options to customers.

07

Which statement best describes your experience working with delinquent customer accounts, past-due balances, collections, or potential interruption of service?

• No experience
• Limited exposure providing customers with past-due balance and payment information.
• I have provided customers with past-due balance and payment information.
• I have regularly assisted customers with delinquent accounts, payment deadlines, payment arrangements, or service interruption requirements.
• I have extensive experience researching delinquent accounts, explaining consequences and available options, establishing authorized arrangements, and coordinating account resolution.

08

What level of experience do you have in researching a customers account when the customer disputes the amount billed?

• No experience
• I would normally refer billing disputes to another employee.
• I have reviewed account histories and explained basic charges.
• I have independently researched account history, payments, usage, rates, fees, or other records to resolve billing questions.
• I have extensive experience researching complex billing discrepancies, determining the cause, making authorized corrections/adjustments, and documenting the resolution.

09

What level of experience do you have in establishing or administering payment arrangements for customers with past-due balances?

• No experience
• I have provided customers with information about payment options.
• I have assisted with payment arrangements using established guidelines.
• I have independently calculated or established payment arrangements within established policies.
• I have extensive experience establishing arrangements, monitoring compliance, documenting agreements, and addressing broken arrangements.

10

Which statement best describes your experience coordinating customer account needs with field or operational staff?

• No experience
• Limited experience submitting basic requests for another department or work group.
• I have submitted basic requests for another department or work group.
• I have regularly created service/work orders and communicated customer service needs to field personnel.
• I have extensive experience researching account/service information, determining the appropriate service order, coordinating with field personnel, and updating the customer account based on the outcome.

11

When assisting customers with billing, adjustments, payment arrangements, or service requirements, which statement best describes your experience applying established policies?

• I have no related experience.
• I generally referred policy-related questions to a supervisor.
• I have explained established policies to customers with assistance when needed.
• I regularly interpret and apply established policies to individual customer accounts.
• I have extensive experience researching account circumstances, applying established policies consistently, explaining decisions to customers, and recognizing when an issue must be escalated.

12

What level of experience do you have in using a computerized customer information system (CIS), utility billing system, or comparable account-management system?

• No experience
• Less than one year.
• One year or more, but less than three years.
• Three years or more but less than five years.
• Five years or more of experience.

13

Which statement best describes your experience processing or supporting adjustments or corrections to customer accounts?

• No experience
• I have gathered information for someone else to process adjustments.
• I have processed routine corrections or adjustments using established procedures.
• I regularly research eligibility and calculate or process account adjustments.
• I have extensive experience researching, calculating, documenting, and processing multiple types of billing/account adjustments.

14

How many years of customer service experience do you have working directly for a water, wastewater, electric, natural gas, telecommunications, solid waste, or other utility/service provider where you regularly handled customer accounts and billing?

• No experience
• Less than one year.
• One year or more, but less than three years.
• Three years or more, but less than five years.
• Five years or more of experience.

Required Question

Employer Unified Government of Athens-Clarke County

Address 375 Satula Avenue

Human Resources Department

Athens, Georgia, 30601

Phone 706-613-3090

Website http://www.accgov.com