Register
Recruit Create CV
Unfortunately, this job posting is expired.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Related keywords
Some similar recruitments
Emergency Customer Service Advisor
Recruited by WSSC Water 8 months ago Address , Laurel, Md $22.46 - $38.18 an hour
Service Advisor Jobs
Recruited by KBBTravel 11 months ago Address Bowling Green, KY, United States
Service Advisor - Louisville, Ky
Recruited by Tesla 1 year ago Address Louisville, KY, United States

Customer Service Advisor Jobs

Company

WSSC Water
Address , Laurel, Md
Employment type FULL_TIME
Salary $21.53 - $32.88 an hour
Expires 2023-06-12
Posted at 1 year ago
Job Description

The Customer Service Advisor 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
  • Staffs One-Stop Shop
  • Grants bill extensions and assists with bill collections by initiating turn/offs for nonpayment
  • Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)
  • 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
  • Identifies and troubleshoots technical issues as appropriate including handling inquiries and resetting customer passwords for iCare
  • Maintains contact and appropriate follow-up with residential and commercial customers through multiple channels including phone, face-to-face, e-mail, fax, etc.
  • Stays well-informed on WSSC Water business operations such as daily water main breaks to better service our 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 balance 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)
  • Cultivates effective customer relationships that foster customer satisfaction
  • Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely, accurate, and complete manner

Other Functions
Performs other 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
  • Ability to communicate with customers patiently and politely even in difficult times
  • Excellent interpersonal, listening, communication and critical thinking skills
  • Ability to work in a results-oriented, metric driven work environment
  • Ability to pay strict attention to detail
  • Ability to effectively problem-solve basic to moderately complex customer issues and complaints
  • Knowledge of business English, grammar and usage
  • Ability to read and interpret 200 foot sheets, construction plans and finals, and plumbing cards
  • Ability to learn communication systems such as radio dispatch console equipment and operating procedures
  • Ability to establish rapport with customers, field staff and contractors
  • Ability to perform basic mathematical calculation
  • Superior customer service and empathy skills
  • Ability to communicate clearly and effectively, both verbally and in writing
  • Ability to learn Customer Service Information System (CSIS), Maintenance Management Information System (MMIS), and Permit Processing Information System, Geographical Information System (GIS), Internet; and WSSC Water’s collection and distribution systems
  • Ability to meet productivity and quality standards on a daily basis
  • Ability to operate communication devices including two-way radio, telephone, and e-mail
  • Ability to multi-task and work in a high-volume, fast-paced environment


Minimum Education, Experience Requirements
  • 2+ years customer service experience
  • 1+ years call center experience
  • High School diploma or equivalent