DWM Customer Resolution Specialist

General Description and Classification Standards:

The Department of Watershed Management Customer Contact Center (DWM CCC) serves water and sewer customers with billing, account, payment, service, and general inquiries. Customer Resolution Specialists (CRS) are responsible for providing accurate, courteous, and efficient service in a fast-paced, high-volume contact-center environment.

The CRS responds to customer inquiries, researches account and service issues, documents interactions, resolves concerns whenever possible at the first point of contact, and escalates issues requiring additional review or authorization. Work is performed under direct supervision in accordance with established policies, procedures, and performance standards.

On day one, city employees are eligible for competitive compensation, paid holidays and leave, health benefits including dental, vision, and prescription coverage, and retirement savings plans.

Essential Duties and Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

Maintain regular attendance and punctuality and adhere to assigned schedules, breaks, lunches, and availability requirements.

Respond to customer inquiries by phone and other assigned channels, including email, mail, and live chat.

Assist with billing, adjustments, appeals, payments, refunds, meter readings, leaks, disconnections, reconnections, service verification, meter installations, and other water and sewer service matters.

Use active listening, empathy, critical thinking, and problem‑solving skills to identify customer needs and provide accurate, policy‑based resolutions.

Research account history, billing information, service records, case notes, databases, and other resources to investigate concerns and determine appropriate action.

Initiate work orders, service requests, payment‑related requests, and other transactions within established authority.

Take ownership of customer inquiries from initial contact through resolution, minimizing unnecessary transfers and repeat contacts.

Recognize complex, sensitive, high‑impact, or unresolved issues and follow established escalation procedures.

Maintain clear, accurate, complete, and timely documentation of customer interactions, actions taken, commitments, account activity, and case updates.

Verify customer identity and account information before accessing, discussing, or modifying protected information and maintain confidentiality of customer, financial, and personally identifiable information.

Educate customers about available online resources and self‑service options.

Use approved procedures, scripts, job aids, and knowledge resources and remain current on changes to DWM policies, rates, programs, systems, and service requirements.

Participate in knowledge sharing and peer support and perform other duties as assigned.

• May perform other duties as assigned.

Performance Expectations

Customer Resolution Specialists are expected to balance service quality, accuracy, efficiency, and complete resolution of customer needs. Performance may be measured through:

• Quality assurance and customer experience

Documentation and data‑entry accuracy

Productivity and first‑contact resolution

Schedule adherence and attendance

Compliance with policies and procedures

Other established contact‑center performance measures

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge

Skills…