| 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
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| 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
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| Minimum Education, Experience Requirements | OR
- High School diploma (or equivalent)
- 2+ years of customer service experience
- 1+ year of inbound call center experience
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| 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
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| Preferences | - Bachelor’s degree
- Inbound Call Center experience
- Ability to speak and translate Spanish or French
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| Salary | $23.42 - $39.82 |
