Utility Customer Care Agent 1-Call Center

Position Description

This position is located in the Call Center of the Customer Care Division of Metro Water Services (MWS). The position serves customers by answering phone inquiries, resolving billing or service related problems, processing requests and maintaining information in various Customer Service Information Systems. Excellent oral and written communication skills are required to be successful in this structured, fast-paced environment. This is a sedentary job in a traditional office environment.

• This position is in the Target Forward program. Employees in the Target Forward Program can automatically qualify for a job promotion and salary increase once years of experience, knowledge, skills, abilities and other qualifying parameters have been met.

Employees at Metro Water Services (MWS) work around the clock to supply, treat, manage, and protect our water resources in a sustainable manner for the benefit of all who live, work, and play in our community. Our dedicated, diverse workforce provides high quality drinking water and the best in wastewater treatment, storm water management, and waste collection services for our customers in the Nashville-Davidson County area. Our employees work together to service more than 210,000 water and 216,000 sewer accounts along with over 150,000 curbside waste collection customers.

Typical Duties

• Assist residential and commercial customers with new service, transfer of service, and termination of service requests.

• Calculate required deposits for new service and determine if fees may be due from prior service by researching customer account history.

• Maintain customer accounts; determine customer account balance; reconcile accounts; make adjustments if necessary; and devise payment arrangements if appropriate.

• Receive and resolve the more difficult and complex customer service problems by phone or in person.

• Utilize various computer software systems to enter information.

• Research records with NES and other MWS and Metro departments/divisions.

• Compose letters, memoranda, notices and related documents in an effort to resolve customer account and/or service issues, inquiries from other MWS divisions, and inquiries from other Metro departments.

• Receive, sort and distribute incoming mail. Research returned mail.

Minimum Qualifications

High School Diploma and four (4) years of customer relations or construction, maintenance, and repair experience.

LICENSES REQUIRED

Valid Driver License

Candidates with accreditations earned in a foreign institute are encouraged to apply.

Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

Preferred Experience, Knowledge, Skills, and Abilities

• Experience working in a phone/call center.

We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.

Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations.

Requests for ADA accommodation for the recruitment process should be directed to Human Resources at 615-862-6640.