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
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 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
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
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 )
Maintains contact and appropriate follow-up with residential and commercial customers through multiple channels including phone, face-to-face, e-mail, fax, etc.
Cultivates effective customer relationships that foster customer satisfaction
Grants bill extensions and assists with bill collections by initiating turn/offs for nonpayment
Identifies and troubleshoots technical issues as appropriate including handling inquiries and resetting customer passwords for iCare
Stays well-informed on WSSC Water business operations such as daily water main breaks to better service our customers
Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)
Staffs One-Stop Shop
Other Functions
Performs 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
Proficiency in business English, including grammar and usage.
Exceptional customer service and empathy skills
Excellent interpersonal, listening, communication and critical thinking skills
Ability to perform basic mathematical calculations
Ability to effectively problem-solve basic to moderately complex customer issues and complaints
Ability to learn Customer 2 Meter (C2M), Mobile Workforce Management ( MWM ), Oracle Work & Asset Management ( ODM ) and Permit Processing Information System, Geographical Information System ( GIS ), Internet; and WSSC Water’s payment and collection systems
Ability to operate and communicate via telephone and e-mail
Ability to communicate clearly and effectively, both verbally and in writing
Ability to multi-task and work in a high-volume, fast-paced environment
Ability to pay strict attention to detail
Ability to communicate with customers patiently and politely even in difficult times
Ability to meet productivity and quality standards daily
Ability to work in a results-oriented, metric-driven work environment
Ability to establish rapport with customers, field staff, and contractors
Minimum Education, Experience Requirements
High School diploma (or equivalent)
2+ years customer service experience in an inbound or outbound call center capacity (or similar role which includes positions where employees interact directly with customers, clients, or users)
OR
Associate’s degree
