Customer Service Advisor - Call Center; Pool

Customer Service Advisor - Call Center (Pool)

Please Note:
This posting is an ongoing pool for those interested in the Customer Service Advisor position. The department will review applications as vacancies become available.

Position Information

Functional Title

Functional Title Customer Service Advisor - Call Center (Pool)

Recruitment Category Type

Recruitment Category Type Standard

Functional Category

Functional Category Customer Service

Grade

Grade UO.07

FLSA Status

FLSA Status Non-Exempt

Requisition Number

Requisition Number 26-0061

Number of Vacancies

Job Level

Job Level Non-Management

Job Code

Job Code N/A

Job Description Summary

Organization Name

Organization Name Customer Care

Reports to

Reports to Supervisor, Customer Service

Full or Part Time

Full or Part Time Full Time

If Part Time how many hours per week

Regular or Temporary

Regular or Temporary Regular

Position End Date (if temporary)

Work Schedule

Schedule based on scheduling:
Call Center operates Monday-Friday 8:00 am to 6:00 pm, with additional hours as needed.

Position Location

Position Location Laurel

Position Summary Information

General Summary

The Customer Service Advisor ( CSA ) 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 regarding customer accounts and services in a timely, accurate, and complete manner
• Reviews and analyzes complex residential and commercial property billing and addresses customer questions or complaints, including modifying customer accounts and billing, as well as initiating and communicating complex adjustments to customers
• Interacts with customers to schedule and process meter readings, process electronic credit card and check payments, remove penalties/fees, and calculate new balance
• Processes name/address changes and final bill requests, initiates refund request, provides information to customers regarding Dispute Resolving Board ( DRB ) and Refund Hearing requests, educate customers on the Bay Fee Exemption ( BRF ), or Customer Assistance Program ( CAP )
• Maintains contact and appropriate follow-up with residential and commercial customers through multiple channels including phone, on-site, e-mail, etc.
• Cultivates effective customer relationships that foster customer satisfaction
• Grants bill extensions, assists with bill collections and initiating turn on requests
• Identifies and troubleshoots technical issues as appropriate including handling inquiries and resetting customer passwords for Customer Portal,
• Stays well-informed of WSSC Water business operations including daily water main breaks and providing the best service to our customers
• Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)
• Staffs the One-Stop Shop that handles face to face interactions for customers who may require assistance regarding their account, questions about their bill, or other water/sewer related questions.

Other Functions

Performs related duties as assigned

Work Environment And Physical Demands

• Business casual office/call center environment
• 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

• Associate’s degree in a related field

OR

• 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)

Additional Requirements

• Successful completion of a 6-month onsite training program that includes structured full-day classroom and on-line instruction. Failure to successfully complete this program will result in demotion or…