Job Information
Washington Suburban Sanitary Commission (WSSC) Customer Service Advisor in Laurel, Maryland
Position Information
Functional TitleCustomer Service Advisor
Recruitment Category TypeStandard
Functional CategoryCustomer Service
GradeUO.07
FLSA StatusNon-Exempt
Requisition Number25-0092
Number of Vacancies10
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
Monday to Friday, scheduled based upon business needs. Call center operates 8:00am to 6:00pm. Additional hours as needed.
Position LocationLaurel
Position Summary Information
General Summary
TheCustomer Service Advisoris the primary voice of WSSC Water customer service and is responsible for responding to all non-emergency customer inquiries regarding water and sewer concerns, service requests and billing & accounts.
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 complex residential and commercial property billing and responds to customer questions or complaints by modifying customer accounts and billing, and initiating and explaining complex adjustments customers
Interacts with the customer to schedule and process meter readings, process electronic credit card and check payments, initiates or removes penalties/fees and calculates new balances
Processes name/address change and final bill emails, initiates refunds and Dispute Resolving Board ( DRB ) requests, and provides information to customers regarding Bay Fee Exemption or Customer Assistance Program ( CAP )
Maintains contact and appropriate follow-up with residential and commercial customers through multiple channels including phone, face-to-face, e-mail, fax, etc.
Cultivates effective customer relationships that foster customer satisfaction
Grants bill extensions and assists with bill collections by initiating turn/offs for nonpayment
Identifies and troubleshoots technical issues as appropriate including handling inquiries and resetting customer passwords for iCare
Stays well-informed on WSSC Water business operations such as daily water main breaks to better service our customers
Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)
Staffs One-Stop Shop
Other Functions
Performs other related duties as assigned.
Work Environment And Physical Demands
Ability to sit and wear a headset for extended periods of time.
Required Knowledge, Skills, And Abilities
Knowledge of business English, grammar and usage
Superior customer service and empathy skills
Excellent interpersonal, listening, communication and critical thinking skills
Ability to perform basic mathematical calculation
Ability to effectively problem-solve basic to moderately complex customer issues and complaints
Ability to learn communication systems such as radio dispatch console equipment and operating procedures
Ability to learn Customer Service Information System ( CSIS ), Maintenance Management Information System ( MMIS ), and Permit Processing Information System, Geographical Information System ( GIS ), Internet; and WSSC Water’s collection and distribution systems
Ability to operate communication devices including two-way radio, telephone, and e-mail
Ability to communicate clearly and effectively, both verbally and in writing
Ability to multi-task and work in a high-volume, fast-paced environment
Ability to pay strict attention to detail
Ability to communicate with customers patiently and politely even in difficult times
Ability to meet productivity and quality standards on a daily basis
Ability to work in a results-oriented, metric driven work environment
Ability to establish rapport with customers, field staff and contractors
Ability to read and interpret 200 foot sheets, construction plans and finals, and plumbing cards
Minimum Education, Experience Requirements
High School diploma (or equivalent)
2+ years of customer service experience
1+ year of inbound call center experience
OR
Associate’s degree
1+ year of customer service experience
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
Eligibility for a hyrbrid schedule with up to two days of telework will be reviewed after successful completion of the training
Employees must be able to work rotating shifts, primary workplace or remotely/telework, including weekends, holidays
Employees must be able to work rotating shifts at the primary workplace, including weekends, holidays, and mandated overtime to support 24×7×365 operations
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 work
Preferences
Bachelor’s degree
Inbound call center experience
Ability to speak and translate Spanish or French
Salary$23.42 - $39.82
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 Date11/08/2024
Open Until FilledNo
Special Instructions to Applicants
Additional Information
All applicants selected will be subject to drug screening and a background check/verification.
This position is a Union position represented by International Brotherhood of Teamsters.
Supplemental Questions
Required fields are indicated with an asterisk (*).
- Do you have a High School diploma or equivalent?
Yes
No
- Will you, now or in the future, require sponsorship for employment visa status?
Yes
No
- Are you able to speak, read and write in Spanish AND translate Spanish to English?
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
Applicant Documents
Required Documents
- Resume
Optional Documents