ULGATL-branding
DONATE NOW

Careers at the Urban League of Greater Atlanta

Join Our Mission. Build a Stronger Future.

At the Urban League of Greater Atlanta, we don’t just offer jobs — we offer purpose. Our team is made up of passionate, dedicated professionals who are committed to driving equity, creating opportunity, and transforming lives across the Metro Atlanta region.

Whether you’re on the front lines of service delivery or working behind the scenes, every team member plays a vital role in helping individuals and families achieve economic empowerment and social justice.

Check out our latest job listings!

Customer Service Advocate – DeKalb County Office of Water and Sewer Advocacy

Job Summary

Apply Here.

Full job description

Position Summary

POSITION OVERVIEW

The Customer Service Advocate serves as the frontline ambassador for the Office of Water and Sewer Advocacy, ensuring responsive, equitable, and transparent service to residents. This role supports community members in navigating water and sewer services, program education, enrollment, and final resolution.

KEY RESPONSIBILITIES

  • Handles the intake, assessment, and processing via phone, email, and in person for the following programs.
  • Income-based water and sewer discounted rate plan.
  • Amnesty Program for long-standing past-due bills.
  • Long-standing Customer Dispute Cases.
  • DeKalb’s Customer Care repair resources as eligible.
  • DeKalb Work Source and other Urban League and partner resources to move them to economic stability.
  • Investigates and resolves customer complaints related to billing, affordability challenges, and shutoff, and facilitates the escalation of disputes that have not been resolved at other levels.
  • Educate customers on water programs, payment options, and service procedures.
  • Maintain detailed records of customer interactions using CRM and our data tracking tools.
  • Collaborate with other departments to ensure consistent and timely resolution.
  • Monitor and report on recurring issues or trends to improve service delivery.
  • Interface effectively with other agencies within the DeKalb system.
  • Provides case management and referral services to other programs that support overall economic mobility for customers and their families.
  • Uphold DeKalb County’s values of equity, transparency, and community responsiveness.
  • Track outreach metrics, enrollment rates, and community feedback
  • Other duties as assigned

SKILLS AND COMPETENCIES

Customer Advocacy & Equity Awareness

  • Bilingual-Preferred
  • Understand systemic barriers to water access and affordability
  • Promote fair treatment across neighborhoods and income levels
  • Identify and escalate patterns of inequity in service delivery

Technical & Utility Knowledge

  • Familiarity with water/sewer billing systems
  • Basic understanding of the water cycle, conservation, and infrastructure
  • Knowledge of regulatory frameworks (e.g., Clean Water Act, Safe Drinking Water Act)

CRM, Technology & Data Management

  • Proficient in CRM platforms for tracking cases and resident interactions
  • Maintain accurate service records and billing adjustments
  • Use dashboards to monitor service trends and flag recurring issues
  • Proficient in the use of Microsoft Office Tools.

Customer Service Skills

  • Bilingual-Preferred
  • Active Listening & Empathy
  • Respond to residents’ concerns with patience and compassion
  • De-escalate tense situations and build trust with underserved communities
  • Clear Communication
  • Translate technical terms into accessible language
  • Provide consistent updates and follow-through on service requests
  • Problem-Solving & Resolution
  • Investigate billing disputes, leaks, and service disruptions
  • Coordinate with field teams and finance to resolve complex cases

Operational & Team Skills

  • Workflow Coordination
  • Generate work orders and track service timelines
  • Collaborate across departments to ensure timely resolution
  • Cultural Competency
  • Engage respectfully with diverse populations
  • Support multilingual outreach and inclusive service practices
  • Professionalism & Accountability
  • Uphold confidentiality, accuracy, and ethical standards
  • Represent the office with integrity and transparency

QUALIFICATIONS and EDUCATION

  • 3+ years of experience as a customer service specialist, preferably in public utilities or a related organization.
  • High School or GED with relevant experience; college degree preferred.
  • Bilingual-Preferred

LOCATION

  • DeKalb County

The Urban League of Greater Atlanta is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Paid time off
  • Vision insurance

Education:

  • Associate (Required)

Experience:

  • Customer service: 3 years (Required)
  • Call center: 1 year (Required)
  • Customer support: 3 years (Required)

Language:

  • Bilingual (Preferred)

Ability to Commute:

  • DeKalb County, GA (Required)

Ability to Relocate:

  • DeKalb County, GA: Relocate before starting work (Required)

Work Location: In person

Career Coach/Job Developer

Job Summary

Apply Here.

Full job description

Position Summary

Enrollment through training completion and into employment, while developing strong relationships with employers to identify job opportunities and create career pathways for program participants.

The ideal candidate is an organized, relationship-driven workforce professional who understands the needs of job seekers and employers and is passionate about connecting individuals to quality employment opportunities that support economic mobility.

Key Responsibilities

Career Coaching & Participant Support

  • Provide individualized career coaching and employment support to program participants.
  • Conduct career assessments, goal-setting sessions, and individualized career planning.
  • Help participants identify career pathways aligned with their skills, interests, experience, and employment goals.
  • Provide support with:
  • Resume development and customization
  • Cover letters and professional correspondence
  • Interview preparation and mock interviews
  • Job search strategies
  • Online job applications
  • Professional networking
  • Workplace expectations and professional communication
  • Career advancement and retention strategies
  • Conduct regular participant check-ins to monitor progress and address employment-related barriers.
  • Connect participants to supportive services and community resources when needed.
  • Provide post-placement follow-up to support job retention and career advancement.
  •  

Job Development & Employer Engagement

  • Develop and maintain relationships with employers.
  • Conduct ongoing outreach to employers to identify current and anticipated hiring needs.
  • Develop a pipeline of employment opportunities for program participants.
  • Identify job openings that align with participant skills, certifications, experience, and career goals.
  • Cultivate relationships with hiring managers, recruiters, human resources professionals, and industry partners.
  • Solicit job leads, interviews, internships, apprenticeships, work-based learning opportunities, and other employment opportunities for participants.
  • Coordinate employer hiring events, recruitment sessions, job fairs, information sessions, and interviews.
  • Serve as a liaison between participants and employers throughout the hiring process.
  • Prepare qualified participants for employer interviews and hiring events.
  • Coordinate candidate referrals and track participant applications, interviews, offers, and placements.
  • Follow up with employers regarding candidate status and hiring decisions.
  • Maintain an active employer database and employment opportunity pipeline.
  • Support the development of sector-based employment partnerships and career pathways.
  •  

Qualifications

Required

  • Bachelor’s degree preferred in Human Services, Workforce Development, Education, Counseling, Business, Public Administration, or a related field.
  •  
  • Minimum 5 years of experience in workforce development, career coaching, job development, recruitment, employment services, case management, education, or nonprofit programming.
  • Demonstrated experience providing career coaching, employment assistance, or workforce readiness services.
  • Demonstrated ability to establish and maintain professional relationships with employers and community partners.
  • Strong understanding of job search strategies, resume development, interviewing, and employment placement.
  • Strong communication, organizational, networking, and relationship-building skills.
  • Ability to work effectively with diverse populations and individuals facing barriers to employment.
  • Strong interpersonal skills and the ability to build trust with both participants and employers.
  • Ability to manage multiple priorities, deadlines, participants, and employer relationships in a fast-paced environment.
  • Proficiency in Microsoft Office and Google Workspace.
  • Ability to maintain accurate records and documentation.

 

Preferred

  • Master’s degree
  • Experience in job development and employer relations
  • Experience developing employer pipelines and generating job leads.
  • Experience coordinating hiring events, job fairs, employer recruitment events, or interviews.
  • Knowledge of career pathways in healthcare, technology, skilled trades, clean energy, construction, or other high-demand industries.
  • Familiarity with workforce development systems, career centers, WorkSource programs, or similar employment services.
  • Knowledge of local labor market trends and employer hiring needs.
  • Bilingual candidates are encouraged to apply.
  •  

Core Competencies

  • Career Coaching & Case Management
  • Job Development & Placement
  • Employer Engagement & Relationship Management
  • Workforce Development
  • Career Exploration & Pathway Planning
  • Resume & Interview Preparation
  • Job Matching & Candidate Referral
  • Labor Market Research
  • Workforce Readiness
  • Communication & Relationship Building
  • Organization & Time Management
  • Problem Solving
  • Professionalism & Accountability
  • Results-Oriented Approach
  •  

Key Performance Areas

The Career Coach Job Developer will be expected to contribute to measurable outcomes, including:

  • Participant engagement and retention
  • Number of employer relationships developed and maintained
  • Number of qualified job leads generated
  • Participant job referrals and interviews
  • Job placements
  • Starting wages and employment quality
  • Job retention
  • Employer satisfaction
  • Participant career advancement
  • Accurate and timely program documentation and reports

Pay: $60,000.00 per year

Benefits:

  • 403(b)
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Paid time off
  • Professional development assistance
  • Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

  • Do you have experience in job development and generating leads.
  • Do you have at list 5 years experience in career pathways in healthcare, technology, skilled trades, clean energy, construction, or other high-demand industries.

Education:

  • Bachelor’s (Required)

Experience:

  • Career counseling: 5 years (Required)

License/Certification:

  • Workforce Development experience of 5+ consecutive years (Required)

Ability to Commute:

  • Atlanta, GA 30303 (Preferred)

Work Location: Hybrid remote in Atlanta, GA 30303