Sr. Customer Service Advisor (Call Center)

WSSC Water is seeking a Sr. Customer Service Advisor for their Customer Care department. The role involves responding to customer inquiries regarding water and sewer accounts, addressing transactions, and providing excellent customer service to support the Commission's reputation and revenue generation.

Responsibilities:

• Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely, accurate, and complete manner
• Reviews and analyzes all small and large metered accounts for possible billing discrepancies, accuracy, completeness, and overall quality assurance
• Modifies billing and account history which impacts Commission revenue
• Analyzes and processes complex customer account transactions such as billing customer accounts for water and sewer usage to generate revenue
• Determines if extensions are appropriate, authorizes payment arrangements, or initiates collections
• Processes moderate to complex field activities and adjustments
• Reviews Dispute Resolving Board (DRB) requests, and initiates refund requests
• Verifies addresses against Maryland National Capital Park & Planning records, removes penalties and fees, and verifies account ownership and bill payments
• Performs quality monitoring to determine quality and accuracy of service offered to customers
• Cultivates effective customer relationships that foster customer satisfaction
• Resolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other units as needed
• Provides leadership in assisting with the training, coaching and mentoring of customer care professionals I and staff augmentation contact center
• Develops workforce management schedules including one-stop shop schedule
• Assists with 3rd party staff augmentation contact center partner
• Analyzes and investigates changes in water usage including increases and decreases in consumption
• Plans and schedules service work for field representatives in coordination with utility services team
• Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)
• Accesses and utilizes multiple on-site databases to research, open, and close accounts and activities
• Provides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changes
• Provides technical support to customers for online bill pay options, e-bill enrollment, and iCare password resets
• Participates in refund hearings as appropriate
• Supports one stop shop on escalated matters
• Handles maintenance inquiries
• Supports the information technology team in the implementation and upgrade of all customer relations technology
• Facilitates a good working relationship between Customer Service and other teams across WSSC Water
• Works on special projects as assigned
• Performs other related duties as assigned

Requirements:

• High School diploma or General Education Development (GED) certificate
• 4+ years of contact center experience
• 2+ years inbound call 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
• Requires excellent verbal and written communication skills
• Good computer knowledge and skills, including the ability to work with multiple customer and maintenance information systems and databases
• Knowledgeable of WSSC Water business operations
• Strong listening, interpersonal, communication, analysis and critical thinking skills
• Demonstrates the ability to work well under pressure and multi-task
• Ability to perform basic mathematical calculations
• Ability to analyze, problem solve, and make independent decisions
• Ability to work with minimal supervision
• Ability to work in a high-volume, fast-paced environment with internal and external customers
• Associate's Degree
• Ability to speak and translate Spanish or French
• Experience in de-escalation techniques
• Experience developing and updating internal procedures
• Experience within the water and wastewater industry or a similar utility