| General Summary | The Research & Communications Specialist is the primary voice of WSSC Water customer service and is responsible for investigating, researching and resolving complex customer issues and responding clearly and completely in writing. |
| Essential Functions | - Delivers excellent customer service by responding to escalated issues and questions about customer accounts and services in a prompt, accurate, and effective manner
- Investigates and resolves a variety of complex customer complaints and responds in writing
- Investigates and resolves complex customer service and billing inquiries requiring special attention in consultation with other units
- Drafts general correspondence for the customer service division (CSD) including verification letters and adjustment explanations
- Performs detailed analysis and research of customer accounts and determines and recommends solutions
- Monitors WSSC Water Issuetrackr, resolves assigned issues and communicates results to customers
- Analyzes accounts and works with account specialists to determine final action to be taken regarding adjustment/rebilling and communicates results to customers
- Responds to customer inquiries in a timely and effective manner resulting in high customer satisfaction that enhances the reputation of WSSC Water
- Participates in DRB and Refund Hearings as appropriate
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| Other Functions | - Assists with audits of internal processes and systems to ensure compliance with WSSC Water policies and standard procedures and regulations
- Supports the Information Technology Team in the implementation of and upgrade of all Customer Service technology, including CC&B, CRM, eIVR and WFM
- Compiles and prepares various unit reports as requested
- Completes special projects as assigned
- Provides reports and feedback as necessary to improve the unit objectives and facilitate changes in unit procedures and guidelines
- Performs other related duties as assigned
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| Work Environment And Physical Demands | Work is performed in a standard office environment. |
| Required Knowledge, Skills, And Abilities | - Excellent verbal and written communication skills
- Excellent listening and interpersonal skills
- Excellent analytical and critical thinking skills
- Excellent time management skills
- Strong attention to detail
- Ability to gain strong knowledge of WSSC Water operations and various regulations, standard procedures and policies
- Ability to maintain confidentiality
- Ability to write at an advanced level and clearly communicate complex matters
- Ability to investigate, research and resolve complex customer inquiries
- Ability to implement problem solving techniques
- Ability to deal tactfully and courteously with the public
- Ability to gain excellent knowledge of the operations, programs, and objectives of the Customer Service Department
- Thorough knowledge of Microsoft applications such as Word, Excel, PowerPoint, and Outlook
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| Minimum Education, Experience Requirements | - Bachelor’s degree with concentration in english, journalism, public relations or related field
- 2+ years customer service or account billing experience
- 1+ year business writing experience
OR
- High School diploma or equivalent
- 6+ years customer service or account billing experience
- 1+ year business writing experience
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| Additional Requirements | Peforms other duties as required. |
| Preferences | - Experience making complex account adjustments
- Fluent in Spanish
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| Salary | $28.34 - $48.18 |
