Behind the Tap Spotlight: Customer Accounts Stormwater Specialist Jercia Martin

Meet Customer Accounts Specialist Jercia Martin. Jercia plays a vital role in ensuring that stormwater services are accurately billed, and commercial properties are assessed the correct impervious charges. Impervious charges, often referred to as stormwater fees, are charges levied by CCWA to property owners based on the amount of impervious surface area on their property. Impervious surfaces are surfaces that do not allow water to penetrate into the ground, such as paved driveways, parking lots, roofs, and sidewalks. With a keen eye for detail, Jercia reviews new property locations to guarantee accurate billing information for customers. Utilizing the Clayton County Tax Assessor’s records, she can access parcel information via the Geographic Information Systems (GIS) portal daily. Jercia says she realized shortly after getting this role that it is a multifaceted position that affects a key component of the Water Authority – it’s revenue. “My role is important to the company’s bottom line. The service we provide to the county by protecting the infrastructure with Stormwater is a valuable asset,” says Jercia.

When asked about her job, Jercia shares her passion for the research aspect, particularly when uncovering ownership details of older properties. “I enjoy the research aspect of my job. There are times when it’s unknown who may own a location, especially if it’s an older property, so to find this information and apply it to the account is rewarding”, she mentions. Despite primarily working independently, Jercia finds gratification in collaborating with her Customer Accounts colleagues. Responsible for managing customer inquiries, processing orders, and ensuring smooth operations behind the scenes, the Customer Accounts team plays a crucial role behind the scenes. She praises the excellent synergy among the team, which contributes to efficiently resolving customer issues and addressing their concerns.

Bringing over three and a half years of experience as a Call Center agent, Jercia is well-versed in customer interactions. One of the primary hurdles she faces is handling disputes from commercial customers regarding stormwater impervious charges. “There’s a misconception that companies readily accept bills without hesitation, but the truth is, they’re focused on managing costs efficiently, much like anyone else,” Jercia explains.

In her spare time, Jercia finds pleasure in spending time with family, enjoying a cup of coffee and exploring local restaurants. #waterprofessional