Job Information
Washington Suburban Sanitary Commission (WSSC) Sr. Customer Service Advisor (Call Center) in Laurel, Maryland
Position Information
Functional TitleSr. Customer Service Advisor (Call Center)
Recruitment Category TypeStandard
Functional CategoryCustomer Service
GradeUO.08
FLSA StatusNon-Exempt
Requisition Number24-0315
Number of Vacancies2
Job LevelNon-Management
Job CodeN/A
Job Description Summary
Organization NameCustomer Care
Reports toSupervisor, Customer Service
Full or Part TimeFull Time
If Part Time how many hours per week
Regular or TemporaryRegular
Position End Date (if temporary)
Work Schedule
Mon-Fri, 8:00am – 4:30pm, with additional hours as needed
Position LocationLaurel
Position Summary Information
General Summary
This position is for current WSSC Water employee’s only.
TheSr. Customer Service Advisor( CSA ) is responsible for responding to customer inquiries regarding water and sewer accounts, addressing basic to moderately complex transactions. The Sr. CSA plays a key role in supporting the Commission by being responsive to customers, generating revenue, and positively influencing WSSC Water’s reputation.
Essential Functions
Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely, accurate, and complete manner
Reviews and analyzes all small and large metered accounts for possible billing discrepancies, accuracy, completeness, and overall quality assurance
Modifies billing and account history which impacts Commission revenue
Analyzes and processes complex customer account transactions such as billing customer accounts for water and sewer usage to generate revenue
Determines if extensions are appropriate, authorizes payment arrangements, or initiates collections
Processes moderate to complex field activities and adjustments
Reviews Dispute Resolving Board ( DRB ) requests, and initiates refund requests
Verifies addresses against Maryland National Capital Park & Planning records, removes penalties and fees, and verifies account ownership and bill payments
Performs quality monitoring to determine quality and accuracy of service offered to customers
Cultivates effective customer relationships that foster customer satisfaction
Resolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other units as needed
Provides leadership in assisting with the training, coaching and mentoring of customer care professionals I and staff augmentation contact center
Develops workforce management schedules including one-stop shop schedule
Assists with 3rd party staff augmentation contact center partner
Analyzes and investigates changes in water usage including increases and decreases in consumption
Plans and schedules service work for field representatives in coordination with utility services team
Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)
Accesses and utilizes multiple on-site databases to research, open, and close accounts and activities
Provides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changes
Provides technical support to customers for online bill pay options, e-bill enrollment, and password resets
Other Functions
Participates in refund hearings as appropriate
Supports one stop shop on escalated matters
Handles maintenance inquiries
Supports the information technology team in the implementation and upgrade of all customer relations technologyt
Facilitates a good working relationship between Customer Service and other teams across WSSC Water
Works on special projects as assigned
Performs other related duties as assigned
Work Environment And Physical Demands
Ability to sit and wear a headset for long periods of time.
Required Knowledge, Skills, And Abilities
Requires excellent verbal and written communication skills
Good computer knowledge and skills, including the ability to work with multiple customer and maintenance information systems and databases
Knowledgeable of WSSC Water business operations
Strong listening, interpersonal, communication, analysis and critical thinking skills
Demonstrates the ability to work well under pressure and multi-task
Ability to perform basic mathematical calculations
Ability to analyze, problem solve, and make independent decisions
Ability to work with minimal supervision
Ability to work in a high-volume, fast-paced environment with internal and external customers
Minimum Education, Experience Requirements
High School diploma or General Education Development ( GED ) certificate
4+ years of contact center experience
2+ years inbound call experience
Experience working with internal and external customers in a positive and professional manner to respond to inquiries and resolve complaints
Experience working in a results-oriented, metric-driven work environment
Additional Requirements
Successfully complete a training program that includes structured full-day classroom and on-line instruction. Failure to successfully complete this program will result in demotion or release
Employees must be able to work rotating shifts, primary workplace or remotely/telework, including weekends, holidays and mandated overtime as part of a 24×7×365 operation
Availability to work rotating shift work schedules
Employees in this position are designated or considered emergency personnel; therefore, the employee must report to work as scheduled or as directed by their supervisor when WSSC Water declares an event that requires emergency personnel to report to
Preferences
Associate’s degree
Ability to speak and translate Spanish or French
Experience in de-escalation techniques
Experience developing and updating internal procedures
Salary$24.70 - $42.00
Posting Detail Information
EEO Statement
AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.
Close Date07/15/2024
Open Until FilledNo
Special Instructions to Applicants
THIS POSITION IS FOR WSSC WATER EMPLOYEE’S ONLY .
Additional Information
All applicants selected will be subject to drug screening and a background check/verification.
This position is in the collective bargaining unit represented by The International Brotherhood of the Teamster.
Supplemental Questions
Required fields are indicated with an asterisk (*).
- Are you a current WSSC employee?
Yes
No
Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?
Yes
No
- Will you, now or in the future, require sponsorship for employment visa status?
Yes
No
Applicant Documents
Required Documents
- Resume
Optional Documents