Sr. Emergency Customer Service Advisor

The Sr Customer Service Advisor (ESC) helps monitor the daily workload and redistributes or assigns work orders and call routing to field and ESC personnel to ensure that work orders/tickets are closed, and calls are answered within the prescribed timeframe and performance metric.

The incumbent handles complex and escalated matters regarding water and sewer emergencies such as water main breaks, sanitary sewer overflows, and sewer backups as well as reinstating delinquent accounts. The incumbent may serve as a liaison between management and stakeholders in the supervisor’s absence, during normal and emergency events to maintain open lines of communication and coordinate resolution of problems and emergencies.

Essential Functions

- Delivers excellent customer service by responding to customers who are experiencing emergency or critical service issues in a timely, courteous, and accurate manner

- Coaches and mentors staff, and provides performance-based feedback

- Issues work orders to dispatch crews, inspectors, meter mechanics, and contract employees including plumbers, cleaning companies, cleaning and lining contractors, electrical contractors; and makes journal report assessments

- Resolves escalated emergency issues

- Responds to and/or fulfills requests received via email, GIS alerts, and IssueTrakr

- Contacts and/or coordinates activities with WSSC Water field personnel and communications department, contractors, fire department, and other local and state jurisdictions and agencies

- Maintains log of notification calls related to significant events

- Reads and interprets maps, valve cards, construction finals, and 200-foot sheets

- Utilizes and updates several database applications including MMIS, CSIS, PPIS, EGIS, Miss Utility, CNS, IssueTrakr, and Customer Connect to research, open and close accounts and activities

- Maintains records of fire hydrants placed in and out of service, street closings, excavations in need of repair, and temporary patch requests

- Maintains MMIS water segment sub-system

- Prepares notification for unusual and emergency situations

- Sends Customer Notification System (CNS) alerts

- Arranges hotel accommodations for displaced customers

- Assists with quality assurance, training, and workforce functions

- Performs back-office related functions

Other Functions

- Performs non-emergency staff and Sr Customer Service Advisor responsibilities as needed

- 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

- Ability to gain a thorough knowledge of contact center concepts, practices, and business policies

- Strong customer service and empathy skills

- Strong Microsoft Office Suite skills

- Excellent interpersonal, listening, communication and critical thinking skills

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

- Ability to operate communication systems such as radio dispatch console equipment and operating procedures

- 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’s collection and distribution systems

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

- Ability to handle multiple priorities in a fast-paced work environment

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

- Ability to meet productivity and quality standards on a daily basis

- Ability to establish rapport with customers, field staff and contractors

- Ability to read and interpret 200-foot sheets, construction plans and finals, and plumbing cards

Minimum Education, Experience Requirements

- High School diploma or General Education Development (GED) certificate

- 4+ years of customer service experience - 2+ years of inbound call center 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