Sr. Manager, Customer Care (Call Center)

The Manager, Customer Care directs and manages customer-oriented services and outreach activities; oversight of customer call center.

Essential Functions

- Supervises Customer Care Division staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

- Directs and manages all operations that are related to account and billing related customer service inquiries, including calls, emails and written correspondence

- Evaluates and resolves the more complex customer complaints/problems

- Identifies, recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines

- Builds good working relationship with all WSSC Water customers including residential and commercial customers as well as the plumbing and development communities and local government officials

- Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers’ inquiries concerning the status of payment, charges and refunds

- Ensures timely and accurate processing of start and stop service requests, including tenant move in and out

- Manages high bill concerns to conclusion, including requesting of adjustments consistent with WSSC Water regulations and assisting customers with understanding consumption, leaks and water conservation

- Oversee the preparation of all correspondence to clients, customers, and third parties in response to complaints, research requests, data inquiries and the like and maintains correspondence files and controls

- Prepares and administers the budget of the Division

Other Functions

Performs other related duties as required

Work Environment And Physical Demands

Work is performed in standard office setting

Required Knowledge, Skills, And Abilities

- Comprehensive knowledge of the customer service databases and IS tools; comprehensive knowledge of the principles, techniques and methods of management

- Good knowledge of water/sewer billing system, and customer relations on several levels (routine and emergency)

- Ability to plan, direct and coordinate the activities of a complex diversified customer care organization

- Expert operational knowledge of call center telecommunications, workforce management, and quality management technology, including Interactive Voice Response System and Call Management System

- Good interpersonal communication skills

- Ability to handle General Manager, Commissioner and Inspector General level escalations

- Ability to communicate effectively both verbally and in writing

Minimum Education, Experience Requirements

Bachelor’s degree

- 8+ years experience in contact center operations and related departments that includes: - 5+ years’ experience in billing and collections - 3+ years’ experience managing a large Customer Service team - 2+ years’ experience preparing and presenting verbal and written reports