DWM Water Service Representative II (Walk - In)

Posting expires: September 7, 2026

Salary: $43,259

General Description and Classification Standards:

Performs in-person public customer service and record-keeping duties related to the operational records of water utilities. Provides a wide range of information and assistance to utility customers and the general public. Responds to inquiries regarding, new service, disconnect, billing, account status and meter complaints. Maintains accurate customer and operational records, and service applications and ensures compliance with departmental procedures. Serves as a primary point of contact between the utility department and the community, delivering professional and courteous service.

Supervision Received:

Works under moderate supervision. Both ongoing and completed work are regularly reviewed to ensure accuracy and quality.

Essential Duties and Responsibilities:

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

• Responds to questions, complaints, or requests for service to determine proper response to questions.
• Research requests, problems, and complaints and initiates appropriate action; produces work orders to resolve service issues.
• Enters, retrieves, reviews, or modifies data in computer database and verifies accuracy of entered data.
• Sets up or disconnect utility service in-person.
• Established deposit amounts for new utility users and submit deposit refunds.
• Processes water and sewer meter applications ensuring City requirements are met.
• Answers customer questions; investigate billing complaints for submit account adjustments.
• Uses various computer to enter data if new utility customers and make data changes.
• Ensure account is notated and documents are uploaded in system database.
• Interacts with customers and obtain information to assist customers.
• Prepare orders to connect, disconnect, restore, and repair meter and performs other service-related changes.
• Communicates with customers by telephone, email, or other communication.
• Ensure account is documented of customer interaction and upload documentation.
• Communicate with internal customer for account resolution
• Build and maintain positive working relationships with, co-workers, other City employees and the public using principles of good customer service.
• Provide information to customers about utility programs and community financial assistance resources.
• May perform other assigned duties.

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.

• Knowledge of the operation of the water distribution system and how various issues may affect customers.
• Knowledge of data available for field use in various distribution record systems.
• Ability to build and maintain good working relationships with staff members and the public.
• Ability to communicate effectively verbally and in writing.

Minimum Qualifications:

Education and Experience - High school diploma, or equivalent. Three (3) years of customer service experience.

Licensures and Certifications - Valid State of Georgia driver's license.

Preferred Requirements - Completion of Technical or Vocational course of study in

Construction, Utility Management, or related area, and five (5) years of work experience in a water distribution system.

Work Environment:

Work is performed in an office environment utilizing modern office equipment and technology and may require sitting or standing for prolonged periods of time, assisting customers and utilizing computers.

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.

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