Functional Title Customer Service Advisor - Call Center (Pool)
Recruitment Category Type Continuous Hire
Functional Category Customer Service
Grade UO.07
FLSA Status Non-Exempt
Requisition Number 25-0216
Number of Vacancies Continuous
Job Level Non-Management
Job Code N/A
Job Description Summary
Organization Name Customer Care
Reports to Supervisor, Customer Service
Full or Part Time Full Time
If Part Time how many hours per week
Regular or Temporary Regular
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 Location Laurel
General Summary
The Customer Service Advisor is 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
EEO StatementAN 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 Filled Yes
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.
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