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Position Information

Functional TitleCustomer Service Advisor - Call Center (Pool)

Recruitment Category TypeContinuous Hire

Functional CategoryCustomer Service

GradeUO.07

FLSA StatusNon-Exempt

Requisition Number25-0216

Number of VacanciesContinuous

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

Schedule based on scheduling: Call Center operates Monday-Friday 8:00 am to 5:00 pm, with 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

+ 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

+ Exceptional 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 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

Minimum Education, Experience Requirements

+ Associate’s degree

OR

+ High School diploma (or equivalent)

+ 2+ years of customer service experience

+ 1+ year of inbound call center experience

Additional Requirements

+ Successfully complete a 6 month on-site 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-hour 7-day operation

+ 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 Date

Open Until FilledYes

Special Instructions to Applicants

Additional Information

This is a Union position represented by the International Brotherhood of the Teamsters.

All applicants selected will be subject to drug screening and background check/verification.

Additional Reminders:

+ This posting is an ongoing pool for those interested in the Customer Service Advisor position in Laurel, Maryland. The department will review applications when a vacancy becomes available.

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

+ * Employees must be able to work rotating shifts including weekends, holidays and mandatory overtime as part of a 24-hour 7-day operation. Will you be able to meet this requirement?

+ Yes

+ No

+ * 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. Are you able to meet this requirement?

+ 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

+ Cover Letter/Letter of Application