Posting expires: May 22, 2026

Salary range: $44,369 - $53,486

General Description and Classification Standards:

To lead team in performing public contact and record keeping work related to the operational, financial and commercial records of water utilities and to provide a wide range of information and service to utility customers and the general public.

This class performs the more routine tasks and duties, with public contact and account management. Incumbents have some previous customer service and public contact experience and work under moderate supervision which requires the application of defined methods and procedures.

Supervision Received:

Works under moderate supervision which requires the application of defined methods and procedures.

Essential Duties and Responsibilities:

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

• Responsible for handling escalations with regard to any account management activities.
• May assign work to team members and supervise its completion while coaching, mentoring, and training team members and serving as a subject matter expert in account management activities.
• Respond to questions, complaints, or requests for service; analyze data to determine proper response to inquiries.
• Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.
• Perform data entry functions by keying data into computer system; enter, retrieve, review or modify data in computer database; verify accuracy of entered data and make corrections.
• Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates: Establish deposit amounts from written guidelines for new utility users and authorize deposit refunds.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures: compute bills; review, audit, analyze and reconcile customer billing records.
• Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, obtain other information to assist customers, research, and use discretion to determine deposit and restoration of service requirements.
• Prepare orders to remove and repair meters, post, disconnect, restore, or verify services and to perform other service-related changes.
• Adjust service fees.
• Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various records, logs and ledgers.
• Research customer records to resolve more difficult customer inquiries and prepare correspondence in response.
• Communicate with customers via telephone, mail, email, or other means of communication.
• Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis.
• May perform other duties as assigned.

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: Fundamental principles of human relations; personal computer operation in office applications; office procedures and equipment; English usage; business math.
• Ability to: Communicate effectively with utility customers both in person and over the telephone; understand pertinent procedures and functions quickly and use good judgment interpreting and applying them to a variety of circumstances under moderate supervision; analyze and evaluate data; make accurate and logical determinations based upon data and interpretive guidelines; maintain accurate records; speak clearly and concisely; simultaneously converse with customers and accurately enter data into a computer.

Minimum Qualifications:

Education and Experience –

1. High school diploma, or equivalent.
2. Four (4) years of work experience with customer service public contact involving the use of personal computers.

Work Environment:

Work is performed in an office environment utilizing modern office equipment and technology and may require sitting for prolonged periods of time using a computer. The incumbent stands, walks, and may twist, reach, bend, and kneel. An incumbent must be able to meet the requirements of the classification and have mobility, vision, hearing and dexterity levels appropriate to the duties to be performed.

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.

Work Schedule:

This position follows the City’s hybrid work schedule policy as assigned by the Department of Human Resources Commissioner and requires in-person work at City worksites/facilities at least four (4) days per week, with the option to work remotely one (1) day per week, based on eligibility, departmental needs, and supervisor approval. The hybrid work schedule is subject to change at any time to five (5) days in-person work.

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.

To lead team in performing public contact and record keeping work related to the operational, financial and commercial records of water utilities and to provide a wide range of information and service to utility customers and the general public. This class performs the more routine tasks and duties, with public contact and account management. Incumbents have some previous customer service and public contact experience and work under moderate supervision which requires the application of defined methods and procedures. Supervision Received:Works under moderate supervision which requires the application of defined methods and procedures. Essential Duties and Responsibilities:These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. Responsible for handling escalations with regard to any account management activities. May assign work to team members and supervise its completion while coaching, mentoring, and training team members and serving as a subject matter expert in account management activities. Respond to questions, complaints, or requests for service; analyze data to determine proper response to inquiries. Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues. Perform data entry functions by keying data into computer system; enter, retrieve, review or modify data in computer database; verify accuracy of entered data and make corrections. Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates: Establish deposit amounts from written guidelines for new utility users and authorize deposit refunds. Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures: compute bills; review, audit, analyze and reconcile customer billing records. Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, obtain other information to assist customers, research, and use discretion to determine deposit and restoration of service requirements. Prepare orders to remove and repair meters, post, disconnect, restore, or verify services and to perform other service-related changes. Adjust service fees. Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various records, logs and ledgers. Research customer records to resolve more difficult customer inquiries and prepare correspondence in response. Communicate with customers via telephone, mail, email, or other means of communication. Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis. May perform other duties as assigned. 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: Fundamental principles of human relations; personal computer operation in office applications; office procedures and equipment; English usage; business math. Ability to: Communicate effectively with utility customers both in person and over the telephone; understand pertinent procedures and functions quickly and use good judgment interpreting and applying them to a variety of circumstances under moderate supervision; analyze and evaluate data; make accurate and logical determinations based upon data and interpretive guidelines; maintain accurate records; speak clearly and concisely; simultaneously converse with customers and accurately enter data into a computer. Minimum Qualifications:Education and Experience – High school diploma, or equivalent. Four (4) years of work experience with customer service public contact involving the use of personal computers. Work Environment:Work is performed in an office environment utilizing modern office equipment and technology and may require sitting for prolonged periods of time using a computer. The incumbent stands, walks, and may twist, reach, bend, and kneel. An incumbent must be able to meet the requirements of the classification and have mobility, vision, hearing and dexterity levels appropriate to the duties to be performed. 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. Work Schedule:This position follows the City’s hybrid work schedule policy as assigned by the Department of Human Resources Commissioner and requires in-person work at City worksites/facilities at least four (4) days per week, with the option to work remotely one (1) day per week, based on eligibility, departmental needs, and supervisor approval. The hybrid work schedule is subject to change at any time to five (5) days in-person work. 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

search terms: Lead+Representative