Customer Service Advisor - Call Center (Pool)

Customer Service Advisor - Call Center (Pool)

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, educates 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, my.wsscwater.com.
• 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 :

Work Environment And Physical Demands :

Required Knowledge, Skills, And Abilities :

Minimum Education, Experience Requirements :

Additional Requirements :

Preferences :

Salary : $28.23 - $47.99 per hour

EEO Statement :

An Equal Employment Opportunity Employer. It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.