Communications Agent, CS - (25-CC-600012-088)

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a “contract” between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

General

Job Title:

Communications Agent, CS

Job Code:

PP0118

Supervises Directly:

No

New or Revised:

Revised

Regular or At-Will:

Regular

Date Last Revised:

8/26/2024

Exempt or Non-Exempt:

Non-Exempt

Compensation Approval Signature:

Union/ Non-Union:

Union

Department Name and Division:

CC-Contact Center

Salary Schedule:

District Service (DS)

Cost Center Code:

600012

Grade:

DS09

Essential Position:

Yes

Reports To:

Supervisor, Call Center

EEO Code:

Paraprofessionals

Work Format

Hybrid

Who We Are & What We Do:

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day—exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

Role Description:

The Communications Agent, CS is responsible for performing a variety of functions within the Customer Care Division. Takes appropriate action on customer inquiries received by telephone, email, fax, mail, Web, and various media. Provides information and assistance to customers who present a broad range of complex issues and concerns. Determines appropriate course of action for emergency and account related situations.

Essential Duties & Responsibilities:

Responds (significantly in writing) to inquiries received by phone, fax, mail, and email. Applies analytical, mathematical, logical, and evaluative methods and techniques to provide accurate information and bring resolution to customer problems using a variety of resources including agency systems, internal/external applications, and information Websites.

Exhibits positive, professional, and courteous action in representing the Authority when making final determinations on the customer's inquiry or problem. Composes clear and concise correspondence that reflects the Authority's position on complex issues and problems.

Acts as Authority representative at court proceedings and/or administrative hearings. Works with DC Water's internal and external legal representatives and attorneys to provide required documentation to support to water and sewer charges.

Interacts with customers to discuss billing and payment issues, review account information, and determine the appropriate action, exception, justification, and/or need for field crew assistance as it relates to billing, emergency, and non-emergency investigations for Customer Service, Water Services, and Sewer Services; and in accordance with DC Water policy, and District of Columbia Municipal Regulations (DCMR).

Prepares account adjustments in accordance with DC Water policy and DCMR. Applies general utility billing principals and regulations to calculate, adjust, and/or confirm charges for water usage and monthly fees. Processes and/or verifies account changes related to ownership and occupancy through the Office of Tax and Revenue/Recorder of Deeds, property sale documentation, management agreements, and other forms of owner authorization.

Prepares, maintains, and updates various reports, notifications, and correspondence associated with the performance of assigned duties and tasks.

Identifies directional attributes and objects on a map or other engineered drawing. Uses logical skills to associate icons and symbols with a defined asset or system value. Communicates discrepancies in information verbally and in writing. Uses Geographic Information Systems (GIS), electronic maps, engineered drawings, and Vertex One (V1) to address customer inquiries. Documents records and correspondence to reflect status of investigations/requests, status and condition of assets and equipment, and reports of leaks.

Uses agency systems to create, update, schedule, route, dispatch and/or complete account and emergency related service orders as required. Ensure work orders are assigned to the appropriate field crew in response to customer inquiries, and in accordance with established.

Works within the Customer Care Division as assigned and within the scope of duties. Works overtime as required.

Performs other related duties and projects assigned.

Supervisory Responsibilities : N/A

Key Working Relationships: Interacts with co-workers throughout the department and the Authority, other government agencies and private organizations, and with the general public.

Skills & Qualifications:

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an

individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are

provided.

Required Skills & Qualifications

Required Experience:

Minimum of three (3) years of progressive experience in customer service.

Minimum Education Requirements:

High School diploma or General Educational Development (GED) certificate.

Required Skills:

Ability to handle complex problems and issues independently

Excellent oral and written communication skills.

Substantive knowledge of analytical and evaluative methods and techniques.

Must be adaptable to working in a fast pace environment.

Professional Writing Skills

Strong computer skills. Skills in utilizing personal computer and maintaining sufficient knowledge of applicable software programs (i.e. word processing, spreadsheets, e-mail, etc.).

Required Licenses & Certifications:

N/A

Required Languages:

English

Physical Requirements:

General Office conditions.

Preferred Skills & Qualifications

Preferred Experience:

Water Utility Experience Preferred

Customer Service Experience

Professional Writing Experience

Preferred Education Requirements:

Associate’s degree in English, Communications, Business Administration, or related field or equivalent undergraduate work preferred.

Preferred Skills:

Time Management

Interpersonal Skills

Analytical Thinking

The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.*

Your Experience at DC Water:

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life’s most precious resource in the nation’s capital.

- Take pride in your work. We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.

- Connect to a strong culture. Everything we do is grounded in our shared values—accountability, trust, teamwork, customer focus, safety, and wellbeing.

- Be your true self. We are an inclusive organization that embraces diversity, and we recognize and celebrate employees’ individuality and unique contributions.

- Build your skills and career path. We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against “qualified individuals with disabilities”.

If a reasonable accommodation is needed to participate in the job application or interview process, to

perform essential job functions, and/or to receive other benefits and privileges of employment, please

email complianceada@dcwater.com .