Customer Care Associate (Bilingual) - (25-CC-600012-016)

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:

Customer Care Associate (Bilingual)

Job Code:

PP0027

Supervises Directly:

No

New or Revised:

Revised

Regular or At-Will:

Regular

Date Last Revised:

11/26/2024

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:

Customer Care Associate is responsible for performing a variety of functions within the Customer Care Branch. Handles customer inquiries received by telephone.. Provides information and assistance to customers who present a broad range of complex issues and concerns. Determines appropriate course of action for emergency situations.

Essential Duties & Responsibilities:

Delivers exceptional customer service by promptly, accurately, and thoroughly addressing inquiries and questions regarding customer accounts and services.

Addresses customer questions about their water bills, including explaining charges and usage. Investigate billing discrepancies and resolve issues to the customer's satisfaction. Provide information on available payment plans and customer assistance programs.

Accurately accesses and updates customer account information in the CRM system. Verifies customer details before making changes to ensure data security. Assists with account inquiries, including updating contact information.

May represent the Authority at court proceedings (and/or administrative hearings) with DC Water‘s legal representative both with external and internal attorneys providing required documentation to support water and sewer charges.

Represent the water utility positively in all interactions, fostering trust and confidence in the organization's services. Maintain a courteous, professional demeanor and uphold company values. Strive to enhance DC Water’s reputation through excellent customer service.

Accurately record all customer interactions, service requests, and updates in the CRM system. Ensure data is entered promptly and is easily retrievable for future reference. Maintains data integrity and confidentiality at all times.

Composes clear and concise correspondence that reflects the Authority’s position on complex issues and problems.

Prepares various reports.

Performs other related duties and projects as assigned at the discretion of the Supervisor, Call Center.

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:

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.

Superior listening, verbal, and written skills.

Must be adaptable to working in a fast-paced environment.

Strong computer skills.

Required Licenses & Certifications:

N/A

Required Languages:

English and Spanish

Physical Requirements:

General Office conditions.

Preferred Skills & Qualifications

Preferred Experience:

Three (3) years of call center experience.

Preferred Education Requirements:

Preferred Skills:

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 .