Washington Suburban Sanitary Commission
General Summary\r WSSC is committed to providing high quality water and wastewater services to its customers and the community. This position plays a key role in supporting the Commission by being responsive to customers, generating revenue, and influencing WSSC’s reputation and the furtherance of our “world class” mission. Under the supervision of the Section Manager, Research & Investigations, the Research & Correspondence Specialist is the primary voice of WSSC customer service and is responsible for investigating, researching and resolving complex customer issues and responding clearly and completely in writing.\r \r \r Essential Functions \r \rDelivers excellent customer service by responding to escalated issues and questions about customer accounts and services in a prompt, accurate, and effective manner\rInvestigates and resolves a variety of complex customer complaints and responds in writing\rInvestigates and resolves complex customer service and billing inquiries requiring special attention in consultation with other units\rDrafts general correspondence for the Customer Service Division (CSD) including verification letters and adjustment explanations\rPerforms detailed analysis and research of customer accounts and determines and recommends solutions\rMonitors WSSC Issuetrackr, resolves assigned issues and communicates results to customers\rAnalyzes accounts and works with Account Specialists to determine final action to be taken regarding adjustment/rebilling and communicates results to customers\rResponds to customer inquiries in a timely and effective manner resulting in high customer satisfaction that enhances the reputation of WSSC\rParticipates in DRB and Refund Hearings as appropriate\r\r \r \r Other Functions \r \rAssists with audits of internal processes and systems to ensure compliance with WSSC policies and standard procedures and regulations\rSupports the Information Technology Team in the implementation of and upgrade of all Customer Service technology, including CC&B, CRM, eIVR and WFM\rCompiles and prepares various unit reports as requested\rCompletes special projects as assigned\rProvides reports and feedback as necessary to improve the unit objectives and facilitate changes in unit procedures and guidelines\rPerforms other related duties as assigned\r\r \r \r Work Environment And Physical Demands \r \rWork primarily performed in Call Center and Office Environment.\r\r \r \r Required Knowledge, Skills, And Abilities \r \rExcellent verbal and written communication skills\rExcellent listening and interpersonal skills\rExcellent analytical and critical thinking skills\rExcellent time management skills\rStrong attention to detail\rAbility to gain strong knowledge of WSSC operations and various regulations, standard procedures and policies\rAbility to maintain confidentiality\rAbility to write at an advanced level and clearly communicate complex matters\rAbility to investigate, research and resolve complex customer inquiries\rAbility to implement problem solving techniques\rAbility to deal tactfully and courteously with the public\rAbility to gain excellent knowledge of the operations, programs, and objectives of the Customer Service Department\rThorough knowledge of Microsoft applications such as Word, Excel, PowerPoint, and Outlook\r\r \r \r Minimum Education, Experience Requirements \r \rBachelor’s degree with concentration in English, Journalism, Public Relations or related field\r3 years customer service or account billing experience.\r1 year business writing experience.\r\r \r \r Additional Requirements \r \rN/A\r\r \r \r Preferences\r \r2 years of experience making complex account adjustments.\rFluent in Spanish.\r\r \r \r Salary\r $51,579-78,737\r \r \r \r \r\r Posting Detail Information\r \r
\r \r \r EEO Statement\r AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER\rIt 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.\r \r \r Close Date\r \r \r \r Open Until Filled \r Yes\r \r \r Special Instructions to Applicants\r \r \r \r Additional Information
Washington Suburban Sanitary Commission
Website : http://www.wsscwater.com
Established in 1918, today WSSC is among the largest water and wastewater utilities in the nation, with a network of nearly 5,600 miles of fresh water pipeline and more than 5,400 miles of sewer pipeline. Our service area spans nearly 1,000 square miles in Prince George’s and Montgomery counties serving 1.8 million residents through approximately 460,000 customer accounts. WSSC drinking water has always met or exceeded federal standards.