Customer Service Advisor - Call Center

Customer Service Advisor
- Call Center

Functional Title
- Customer Service Advisor
- Call Center

Grade - UO.07

FLSA Status
- Non-Exempt

Requisition Number - 26-0262

Number of Vacancies
- Multiple

Job Level
- Non-Management

Job Code - N/A

Full or Part Time
- Full Time

Regular or Temporary
- Regular

Work Schedule
- Monday – Friday

Position Location
- Laurel

General Summary
- The Customer Service Advisor is the primary voice of WSSCWater 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 WSSCWater 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 WSSCWater'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

Additional Requirements
- The CSA will undergo 6 months of onsite training and online classes After successful completion of the 6-month onsite training, there is potential for a hybrid schedule with up to 2 days of telework per week Successful completion of the 6-month training program is required. Failure to complete the program will result in demotion or release Employees must be able to work any shift assigned between 8am –…