Customer Care Associate - Dispatching - (26-CC-600012-074)

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 (Dispatching)

Job Code:

PP0073

Supervises Directly:

No

New or Revised:

Revised

Regular or At-Will:

Regular

Date Last Revised:

2/28/2025

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, Emer Command Ctr

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 Customer Care Associate (dispatching) responds to inquiries received via the 24-hour Emergency Command Center. Applies analytical and evaluative methods and techniques to provide sufficient information to resolve substantive issues and problems. Compiles, reconciles, and correlates data from a variety of sources. Coordinates field crew activities for Customer Services, Water Services, and Sewer Services in response to calls received from the general public.

Essential Duties & Responsibilities:

The role interacts with customers to discuss billing issues, establish payment terms, arrange for water audits, and coordinate field crew activities related to emergencies, inquiries, concerns, and other problems pertaining to water, sewer, and meter-related issues.

Discusses the bill with the customer, reviews payment applications, makes adjustments to bills, and establishes payment terms to avoid the disconnection of services.

Provides advisory services in relation to payment issues. Reviews the customer’s total situation in establishing payment plans, accepting requests for investigations, and accepting payment for service restoration.

Prepares adjustments on accounts and submits for approval.

Exhibits positive action in representing the Authority in making a final determination on the customer’s inquiry or problem.

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.

Coordinates field crew activities related to emergencies, inquiries, concerns, and other problems pertaining to water, sewer, meter, and hydrant-related matters. Determines the responsibility of the repair and dispatches the concern to the necessary department, agencies, and/or personnel. Maintains location of field crews and communicates with them on a regular basis via the two-way to update the status of pending files based on field activities and provide technical assistance to field crews as necessary. When necessary, generates and routes service orders via Maximo and SOS Mobile.

Assists crews with water shutoffs to isolate broken water mains. In cases where information does not appear to conflict with current records, informs field crew of inconsistencies and advises them of probable field conditions they may encounter and other possible alternatives.

Provides remote assistance to field personnel related to the water and sewer infrastructure by reviewing and communicating information found in Geographic Information Systems (GIS), electronic maps, engineering drawings, and Electronic Customer Information Systems (ECIS).

Contacts other agencies to request assistance or to inform of existing conditions as reported by field crews.

Prepares various reports. Maintains records of “out of service” fire hydrants, leaking services, broken water mains out of service, and defective valves. Maintains records and performs research activities regarding job status to generate reports, follow-up on action items, and responds to customer inquiries.

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

The incumbent is required to work rotating shifts.

The incumbent is subject to being placed on call during hours and schedule identified by the Authority.

Performs other related duties and projects as assigned at the discretion of the Supervisor, Emer Command Ctr.

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 providing customer service (preferably in an emergency dispatch call center environment).

Minimum Education Requirements:

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

Required Skills:

Knowledge of terminology associated with the plumbing trade.

Excellent oral and written communication skills.

Ability to handle complex problems and issues independently.

Substantive knowledge of analytical and evaluative methods and techniques.

Excellent oral and written communication skills.

Thorough knowledge of dispatching functions, preferably gained in a repair and maintenance environment. Ability to transmit facts calmly and concisely over the radio, telephone, and other mobile systems.

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

Must possess strong computer skills. Skills in utilizing a personal computer and maintaining sufficient knowledge of application software programs (i.e., GIS, Information Websites, word processing, spreadsheets, e-mail, and other agency systems).

Knowledge of automatic meter reading, inspections, maintenance, and water cut-off and turn-on policies and procedures. Knowledge of lead service replacement policies and procedures. Knowledge of obstructed sewer lateral procedures. Working knowledge of public space regulations.

Required Licenses & Certifications:

N/A

Required Languages:

English

Physical Requirements:

General office conditions

Preferred Skills & Qualifications

Preferred Experience:

Experience handling a high volume of inbound and outbound calls, particularly in emergency or critical response settings.

Previous work in a 911 center, utility emergency command center, or similar high-paced dispatch environment.

Preferred Education Requirements:

N/A

Preferred Skills:

N/A

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 .