Functional Title Customer Service Process Specialist
Recruitment Category Type Standard
Functional Category Customer Service
Grade GS.14
FLSA Status Exempt
Requisition Number 25-0283
Number of Vacancies 1
Job Level Non-Management
Job Code N/A
Job Description Summary
Organization Name Performance & Productivity
Reports to Section Manager, Billing & Revenue Protection
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
Monday – Friday 8:00 a.m. – 5:00 p.m.
Additional hours as needed.
Position Location Laurel
General Summary
The Customer Service Process Specialist collaborates with subject matter experts (SMEs) and department leadership to document and refine processes to improve operational efficiency and compliance within the customer service department (CSD).
Essential Functions
- Evaluates the customer service department’s (CSD) business processes, gathers information, identifies improvement areas, analyzes root causes of business issues, anticipates requirements, and develops corrective action recommendations
- Engages with customer service leadership, project managers, training specialists, SMEs, and end-users to garner accurate information; ensures documentation accurately reflects processes and procedures
- Implements, updates and maintains business processes and procedures
- Creates clear, comprehensive, and user-friendly documentation/media, including standard operating procedures (SOPs), internal operating procedures (IOPs), user manuals and operational guides (e.g., user guides, quick reference guides), training materials, brochures, presentations), and instructional videos
- Determines the most precise and logical way to present information and/or instructions for greatest reader comprehension; writes and edits technical documentation accordingly
- Leverages industry best practices in technical writing and uses documentation and video production tools to produce high-quality, professional documentation/media tailored to the department’s needs
- Updates, edits, and improves existing documents based on current WSSC Water policy and procedure writing standards, quality, and style guidelines
- Leads ongoing cross-functional business process reviews and develops optimization strategies
- Organizes, publishes, and maintains documents in SharePoint (or a similar management system) in such a way that information is easily accessible
- Supports periodic audits of processes to ensure adherence to internal policies and regulatory requirements
- Proofreads prepared documents to ensure adherence to grammatical and formatting standards
- Participates in end-to-end User Acceptance Testing
- Assures data quality and integrity for customer service-related processes and systems
- Analyzes and processes customer service requests, including field activities, new meter orders, and demolitions
Other Functions
- Prepares analytical and statistical reports related to process improvement and documentation effectiveness
- Prepares and presents verbal and written reports to management, as needed
- Develops and maintains strong working relationships across the department to foster collaboration and process standardization
- Ensures consistency and integrity in workflows
- Leads ad hoc projects
- Manages records retention for compliance and reduction of paper records
- Assists with the development and facilitation of training
- Performs related duties as assigned
Work Environment And Physical Demands
Work is performed in a business casual office environment.
Required Knowledge, Skills, And Abilities
- Advanced proficiency level in technical writing, process documentation, and workflow analysis
- Proficient in documentation tools and version control
- Capable of clear and concise writing tailored to various audiences, with strong editing and familiarity with style guides
- Ability to translate complex technical processes into clear, concise, and user-friendly documentation
- Strong analytical skills to evaluate and improve operational processes
- Ability to collaborate effectively with cross-functional teams
- Demonstrated understanding of software and project development
- Experience with process mapping tools
Minimum Education, Experience Requirements
- Bachelor’s degree in English, Communication, Business Management, or a related discipline
- 4+ years’ experience in process improvement, business analysis, technical writing, or a related role
OR
- High school diploma or equivalent
- 8+ years’ experience in process improvement, business analysis, technical writing, or a related role
Additional Requirements
- Advanced proficiency level in Microsoft Word, Excel, Project, SharePoint, and PowerPoint
- Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter
Preferences
- AP style guide experience
- SOW and RFP development experience
- Experience with training and facilitation
- Experience working in a utility, government, or regulated environment
- Knowledge of customer service policies, procedures, and best practices
Salary $82,732 - $140,868
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 07/21/2025
Open Until Filled No
Special Instructions to Applicants
Additional Information
All applicants selected will be subject to drug screening and a background check/verification.
Eligible applicants will be released for consideration after 6/21/25.
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