• Sr. Manager, Customer Care (Call Center)

    Washington Suburban Sanitary Commission (WSSC) (Laurel, MD)


    Position Information

    Functional TitleSr. Manager, Customer Care (Call Center)

     

    Recruitment Category TypeStandard

     

    Functional CategoryCustomer Service

     

    GradeGS.18

     

    FLSA StatusExempt

     

    Requisition Number26-0098

     

    Number of Vacancies1

     

    Job LevelDivision Manager

     

    Job CodeN/A

    Job Description Summary

    Organization NameCustomer Care

     

    Reports toDirector, 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

    Hours as scheduled. Call Center Operates Monday-Friday 8am-6pm. Additional hours as required.

    Position LocationLaurel

    Position Summary Information

    General Summary

    TheManager, Customer Caredirects and manages customer-oriented services and outreach activities; oversight of customer call center.

    Essential Functions

    + Supervises Customer Care Division staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

    + Directs and manages all operations that are related to account and billing related customer service inquiries, including calls, emails and written correspondence

    + Evaluates and resolves the more complex customer complaints/problems

    + Identifies, recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines

    + Builds good working relationship with all WSSC Water customers including residential and commercial customers as well as the plumbing and development communities and local government officials

    + Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers’ inquiries concerning the status of payment, charges and refunds

    + Ensures timely and accurate processing of start and stop service requests, including tenant move in and out

    + Manages high bill concerns to conclusion, including requesting of adjustments consistent with WSSC Water regulations and assisting customers with understanding consumption, leaks and water conservation

    + Oversee the preparation of all correspondence to clients, customers, and third parties in response to complaints, research requests, data inquiries and the like and maintains correspondence files and controls

    + Prepares and administers the budget of the Division

     

    Other Functions

     

    Performs other related duties as required

     

    Work Environment And Physical Demands

     

    Work is performed in standard office setting

    Required Knowledge, Skills, And Abilities

    + Comprehensive knowledge of the customer service databases and IS tools; comprehensive knowledge of the principles, techniques and methods of management

    + Good knowledge of water/sewer billing system, and customer relations on several levels (routine and emergency)

    + Ability to plan, direct and coordinate the activities of a complex diversified customer care organization

    + Expert operational knowledge of call center telecommunications, workforce management, and quality management technology, including Interactive Voice Response System and Call Management System

    + Good interpersonal communication skills

    + Ability to handle General Manager, Commissioner and Inspector General level escalations

    + Ability to communicate effectively both verbally and in writing

    Minimum Education, Experience Requirements

    + Bachelor’s degree

    + 8+ years experience in contact center operations and related departments that includes:

    + 5+ years’ experience in billing and collections

    + 3+ years’ experience managing a large Customer Service team

    + 2+ years’ experience preparing and presenting verbal and written reports

    Additional Requirements

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

    Preferences

    + Advanced business degree ( MBA )

    + Experience working in a water/wastewater environment

     

    Salary$139,786 - $238,014

     

    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 Date12/11/2026

     

    Open Until FilledNo

     

    Special Instructions to Applicants

     

    Additional Information

     

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

     

    Supplemental Questions

     

    Required fields are indicated with an asterisk (*).

     

    + * 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