Sr. Customer Service Advisor

Position Information Functional TitleSr. Customer Service Advisor (Call Center) Recruitment Category TypeStandard Functional CategoryCustomer Service GradeUO.08 FLSA StatusNon-Exempt Requisition Number24-0315 Number of Vacancies2 Job LevelNon-Management Job CodeN/A Job Description Summary Organization NameCustomer Care Reports toSupervisor, 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 Mon-Fri, 8:00am – 4:30pm, with additional hours as needed Position LocationLaurel Position Summary Information General Summary This position is for current WSSC Water employee’s only. TheSr. Customer Service Advisor( CSA ) is responsible for responding to customer inquiries regarding water and sewer accounts, addressing basic to moderately complex transactions. The Sr. CSA plays a key role in supporting the Commission by being responsive to customers, generating revenue, and positively influencing WSSC Water’s reputation. 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 all small and large metered accounts for possible billing discrepancies, accuracy, completeness, and overall quality assurance + Modifies billing and account history which impacts Commission revenue + Analyzes and processes complex customer account transactions such as billing customer accounts for water and sewer usage to generate revenue + Determines if extensions are appropriate, authorizes payment arrangements, or initiates collections + Processes moderate to complex field activities and adjustments + Reviews Dispute Resolving Board ( DRB ) requests, and initiates refund requests + Verifies addresses against Maryland National Capital Park & Planning records, removes penalties and fees, and verifies account ownership and bill payments + Performs quality monitoring to determine quality and accuracy of service offered to customers + Cultivates effective customer relationships that foster customer satisfaction + Resolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other units as needed + Provides leadership in assisting with the training, coaching and mentoring of customer care professionals I and staff augmentation contact center + Develops workforce management schedules including one-stop shop schedule + Assists with 3rd party staff augmentation contact center partner + Analyzes and investigates changes in water usage including increases and decreases in consumption + Plans and schedules service work for field representatives in coordination with utility services team + Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.) + Accesses and utilizes multiple on-site databases to research, open, and close accounts and activities + Provides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changes + Provides technical support to customers for online bill pay options, e-bill enrollment, and password resets Other Functions + Participates in refund hearings as appropriate + Supports one stop shop on escalated matters + Handles maintenance inquiries + Supports the information technology team in the implementation and upgrade of all customer relations technologyt + Facilitates a good working relationship between Customer Service and other teams across WSSC Water + Works on special projects as assigned + Performs other related duties as assigned Work Environment And Physical Demands Ability to sit and wear a headset for long periods of time. Required Knowledge, Skills, And Abilities + Requires excellent verbal and written communication skills + Good computer knowledge and skills, including the ability to work with multiple customer and maintenance information systems and databases + Knowledgeable of WSSC Water business operations + Strong listening, interpersonal, communication, analysis and critical thinking skills + Demonstrates the ability to work well under pressure and multi-task + Ability to perform basic mathematical calculations + Ability to analyze, problem solve, and make independent decisions + Ability to work with minimal supervision + Ability to work in a high-volume, fast-paced environment with internal and external customers Minimum Education, Experience Requirements + High School diploma or General Education Development ( GED ) certificate + 4+ years of contact center experience + 2+ years inbound call experience + Experience working with internal and external customers in a positive and professional manner to respond to inquiries and resolve complaints + Experience working in a results-oriented, metric-driven work environment Additional Requirements + Successfully complete a 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 24×7×365 operation + Availability to work rotating shift work schedules + 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 Preferences + Associate’s degree + Ability to speak and translate Spanish or French + Experience in de-escalation techniques + Experience developing and updating internal procedures Salary$24.70 - $42.00 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 Date07/15/2024 Open Until FilledNo Special Instructions to Applicants THIS POSITION IS FOR WSSC WATER EMPLOYEE’S ONLY . Additional Information All applicants selected will be subject to drug screening and a background check/verification. This position is in the collective bargaining unit represented by The International Brotherhood of the Teamster. Supplemental Questions Required fields are indicated with an asterisk (*). + * Are you a current WSSC employee? + 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 + * Will you, now or in the future, require sponsorship for employment visa status? + Yes + No Applicant Documents Required Documents + Resume Optional Documents