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Position Information

Functional TitleCustomer Service Operations Specialist

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeGS.14

FLSA StatusExempt

Requisition Number26-0086

Number of Vacancies1

Job LevelNon-Management

Job CodeN/A

Job Description Summary

Organization NamePerformance & Productivity

Reports toSection Manager, Product Management & Business Intelligence

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 9:00 a.m. to 6:00 p.m. Additional hours as necessary.

Position LocationLaurel

Position Summary Information

General Summary

TheCustomer Service Operations Specialistreviews internal processes, procedures, policies, and knowledge bases and performs a detailed analysis of as-is, process/procedural gaps, and proposed requirements to enhance service delivery.

Essential Functions

+ Gathers and documents detailed business requirements and functional specifications to guide the development process

+ Partners with IT developers and QA to ensure a clear understanding of business rules and technical dependencies for platform enhancements

+ Develops, monitors and manages projects, project plans, project schedules, deliverables and ensure timely completion of customer service technology projects

+ Analyzes project requirements to include resource feasibility and ensures solution(s) meets business needs and completion timelines

+ Coordinates with resources within customer service and other departments within WSSC Water to effectively resource and properly execute projects with quality

+ Assures data quality and integrity for customer service-related processes and systems

+ Orchestrates and leads Customer Service Department User Acceptance Testing ( UAT ) and creates user scenarios, test scripts, identifies defects, validates release readiness, and manages the results of end-to-end testing

+ Prepares and conducts high-level executive briefings, project status updates, and other presentations to keep key project stakeholders abreast of activities and project milestones

+ Prepares / supports the preparation of materials used to inform, train, and familiarize staff with each project, in alignment with the training / communications plan

+ Documents and effectively communicates findings, insights, plans, results and/or recommendations to the appropriate customer service department management, cross-functional team members, and stakeholders

+ Updates, implements and maintains business processes and procedures

+ Leads ongoing cross-functional business process reviews and develops optimization strategies

+ Evaluates customer service department business processes, gathers information, identifies areas for improvement, analyzes root causes of business issues, anticipates requirements, and develops corrective action recommendations

+ Ensures integrity and consistency in business workflows

+ Conducts meetings and presentations to share ideas, report findings, and statuses

+ Serve as business subject matter expert ( SME ) for system implementations/enhancements projects

+ Produces annual and ad hoc written and statistical reports

Other Functions

+ Reconciles data derived from various sources

+ Leads ad hoc projects

+ Manages records retention for compliance and reduction of paper records

+ Assists with the development and facilitation of training

+ May manage interns

+ Performs related duties as required

Work Environment And Physical Demands

Business casual office environment.

Required Knowledge, Skills, And Abilities

+ Functional knowledge of project management concepts

+ Knowledge of business process design, workflows, data analysis and business performance measurements

+ Exceptional analytical and conceptual skills, translating complex/difficult concepts using simple terms/examples

+ High initiative, requiring minimal direct supervision

+ Able to multi-task, prioritize work and operate under tight deadlines

+ Ability to communicate effectively and diplomatically with multiple, diverse individuals/groups (verbally and in writing)

+ Able to create and verbally deliver professional reports and presentations appropriate for a wide variety of audiences

+ Capable of leading, engaging and working with staff and other partners on process improvement and creative problem solving

+ Ability to exercise appropriate judgment regarding the use and release of information

+ Ability to influence and work closely with stakeholders to determine best solutions

+ Proficiency in project scheduling tools such as MS Project

+ Advanced proficiency in MS Excel, Word, PowerPoint and database applications

Minimum Education, Experience Requirements

+ Bachelor’s degree in business or a related field

+ ·4+ years’ business analysis, project management, or related experience

OR

+ High school diploma or equivalent

+ 8+ years’ experience in a business analyst, project coordinator/administrator, or related role

Additional Requirements

+ Advanced level proficiency in Microsoft Word, Excel, Project, and PowerPoint

+ Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter

Preferences

+ Project Management Professional ( PMP ) – Project Management Institute ( PMI )

+ Knowledge of strategic planning and working with cross-functional teams

+ Experience in developing project plans and project schedules

+ Experience leading major projects such as system or process implementation

+ Experience with training and facilitation

+ Experience working in a utility

Salary$85,214 - $145,095

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 Date11/26/2025

Open Until FilledNo

Special Instructions to Applicants

Additional Information

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

Eligible applicants will be reviewed for consideration after 11/26/25.

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 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

+ Unofficial Transcripts

+ Other Document