WSSC Water

Customer Service Advisor - Call Center (Pool)

Laurel, MD

full time

$58,240-$97,760

On-site

Utilities

About This Job

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

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Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely, accurate, and complete manner

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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

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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

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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)

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Maintains contact and appropriate follow-up with residential and commercial customers through multiple channels including phone, face-to-face, e-mail, fax, etc.

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Cultivates effective customer relationships that foster customer satisfaction

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Grants bill extensions and assists with bill collections by initiating turn/offs for nonpayment

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Identifies and troubleshoots technical issues as appropriate including handling inquiries and resetting customer passwords

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Stays well-informed on WSSC Water business operations such as daily water main breaks to better service our customers

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Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)

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Staffs One-Stop Shop

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

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Knowledge of business English, grammar and usage

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Exceptional customer service and empathy skills

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Excellent interpersonal, listening, communication and critical thinking skills

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Ability to perform basic mathematical calculation

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Ability to effectively problem-solve basic to moderately complex customer issues and complaints

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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

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Ability to operate communication devices including two-way radio, telephone, and e-mail

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Ability to communicate clearly and effectively, both verbally and in writing

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Ability to multi-task and work in a high-volume, fast-paced environment

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Ability to pay strict attention to detail

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Ability to communicate with customers patiently and politely even in difficult times

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Ability to meet productivity and quality standards on a daily basis