Sr. Customer Service Advisor - Research & Communications
WSSC Water - Tallahassee, Florida, United States,Work at WSSC Water
Overview
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Overview
Position Information
Functional TitleSr. Customer Service Advisor - Research & Communications
Recruitment Category TypeStandard
Functional CategoryCustomer Service
GradeUO.08
FLSA StatusNon-Exempt
Requisition Number25-0046
Number of Vacancies1
Job LevelNon-Management
Job CodeN/A
Job Description Summary
Organization NameCustomer Care
Reports toSupervisor, Customer Service
Full or Part TimeFull Time
If Part Time how many hours per week
Regular or TemporaryRegular
Position End Date (if temporary)
Work Schedule
Monday - Friday; Hours based on business needs.Call center operates M-F, 8:00am -6:00pm, with additional hours as needed.
Position LocationLaurel
Position Summary Information
General Summary
This position is for WSSC Water Employees OnlyThe
Sr. Customer Service Advisor
(CSA) is responsible for responding to customer inquiries regarding water and sewer accounts, addressing basic to moderately complex transactions. The Sr. CSA plays a key role in supporting the Commission by being responsive to customers, generating revenue, and positively influencing WSSC Water's reputation.
Essential FunctionsDelivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely, accurate, and complete mannerReviews and analyzes all small and large metered accounts for possible billing discrepancies, accuracy, completeness, and overall quality assuranceModifies billing and account history which impacts Commission revenueAnalyzes and processes complex customer account transactions such as billing customer accounts for water and sewer usage to generate revenueDetermines if extensions are appropriate, authorizes payment arrangements, or initiates collectionsProcesses moderate to complex field activities and adjustmentsReviews Dispute Resolving Board (DRB) requests, and initiates refund requestsVerifies addresses against Maryland National Capital Park & Planning records, removes penalties and fees, and verifies account ownership and bill paymentsPerforms quality monitoring to determine quality and accuracy of service offered to customersCultivates effective customer relationships that foster customer satisfactionResolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other units as neededProvides leadership in assisting with the training, coaching and mentoring of customer care professionals I and staff augmentation contact centerDevelops workforce management schedules including one-stop shop scheduleAssists with 3rd party staff augmentation contact center partnerAnalyzes and investigates changes in water usage including increases and decreases in consumptionPlans and schedules service work for field representatives in coordination with utility services teamEducates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)Accesses and utilizes multiple on-site databases to research, open, and close accounts and activitiesProvides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changesProvides technical support to customers for online bill pay options, e-bill enrollment, and password resets
Other FunctionsParticipates in refund hearings as appropriateSupports one stop shop on escalated mattersHandles maintenance inquiriesSupports the information technology team in the implementation and upgrade of all customer relations technologytFacilitates a good working relationship between Customer Service and other teams across WSSC WaterWorks on special projects as assignedPerforms other related duties as assigned
Work Environment And Physical Demands
Ability to sit and wear a headset for long periods of time.
Required Knowledge, Skills, And AbilitiesRequires excellent verbal and written communication skillsGood computer knowledge and skills, including the ability to work with multiple customer and maintenance information systems and databasesKnowledgeable of WSSC Water business operationsStrong listening, interpersonal, communication, analysis and critical thinking skillsDemonstrates the ability to work well under pressure and multi-taskAbility to perform basic mathematical calculationsAbility to analyze, problem solve, and make independent decisionsAbility to work with minimal supervisionAbility to work in a high-volume, fast-paced environment with internal and external customers
Minimum Education, Experience RequirementsHigh School diploma or General Education Development (GED) certificate4+ years of contact center experience2+ years inbound call experienceExperience working with internal and external customers in a positive and professional manner to respond to inquiries and resolve complaintsExperience working in a results-oriented, metric-driven work environment
Additional RequirementsSuccessfully complete a training program that includes structured full-day classroom and on-line instruction. Failure to successfully complete this program will result in demotion or releaseEmployees must be able to work rotating shifts, primary workplace or remotely/telework, including weekends, holidays and mandated overtime as part of a 24-hour 7-day operationAvailability to work rotating shift work schedulesEmployees in this position are designated or considered emergency personnel; therefore, the employee must report to work as scheduled or as directed by their supervisor when WSSC Water declares an event that requires emergency personnel to report to work
PreferencesAssociate's DegreeAbility to speak and translate Spanish or FrenchExperience in de-escalation techniquesExperience developing and updating internal procedures
Salary$25.77 - $43.80
Posting Detail Information
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.
Close Date09/09/2024
Open Until FilledNo
Special Instructions to Applicants
Additional Information
All applicants selected will be subject to drug screening and a background check/verification.