Departments
Customer Service
The Customer Service Department is the first contact between the Macon Water Authority (MWA) and the community. MWA customer service representative normally are the first to be contacted for information regarding service, development involving utilities, spills and breaks. They are trained to help customers negotiate the policies and procedures of the Authority.
The Customer Service department handles, on average, 600 new applications for service each month. They also are responsible for nearly 100 transfer applications, as well as permits for septic and grease disposal, hydrant meters, and truck meters.
The Customer Service acts as the voice of the Authority, handling approximately 300 calls a day, which accounts for over 6,000 calls per month. Customer Service representatives are on site Mon. - Fri. from 8 a.m. to 5 p.m and can be contacted at (478) 464-5600
When representatives are not present, customers can still access needed information through the MWA's Interactive Voice Recognition (IVR) system. The IVR can answer basic questions about a customer's account during times of high call volume and non-business hours. The IVR handles about 2,800 calls per month. For more information on the MWA IVR system, please click here.
The Customer Service department is also responsible for all billing for the Authority. MWA employees can be seen traversing the city of Macon and Bibb County reading meters at businesses and homes. Those figures are then transferred to customer's accounts and bills are distributed.
Once bills are mailed to customers, the Customer Service Department is charged with collecting payments. The MWA employs five full-time cashiers to handle the over 20,000 customer transaction per month. The Macon Water Authority offers walk-up and drive-in service at the MWA Administration Building at 790 Second St. For more information concerning how to pay your water bill, please click here.
Finally, the Customer Service department handles all of the marketing of the MWA. Newsletters are inserted into bills every other month, as well as other informational brochures and pamphlets. The Customer Service department also is in charge of maintaining the MWA web site.
In the summer of 2004, the Customer Service department distributed a survey to randomly selected customers. The survey was created to learn how to better serve the customer's of the Authority. View the results of the survey online.
For more information on the Customer Service Department, please contact Kirk Nylund at (478) 464-5619.