Job Title: Customer Service Advisor Duration: 12+ Months(Possible extension) Location: Laurel, MD 20707 Shift Time: 1st Role and Responsibilities: General Summary 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 balance 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 Skills: Work Environment And Physical Demands Ability to sit and wear a headset for extended periods of time. Required Knowledge, Skills, And Abilities Knowledge of business English, grammar and usage Superior customer service and empathy skills Excellent interpersonal, listening, communication and critical thinking skills Ability to perform basic mathematical calculation Ability to effectively problem-solve basic to moderately complex customer issues and complaints Ability to learn 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 Water's collection and distribution systems Ability to operate communication devices including two-way radio, 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 on a daily basis Ability to work in a results-oriented, metric driven work environment 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
