Customer Service Advisor Jobs

We are hiring Customer Service Advisor for one of our clients in Laurel, MD.

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

Skill Required

• Required Knowledge, Skills, And Abilities: Knowledge of business English, grammar and usage Superior customer service and empathy skills Excellent interpersonal, listening, communication and critical thinking skills Ability to perform basic mathematical calculation Ability to effectively problem-solve basic to moderately complex customer issues and complaints Ability to learn communication systems such as radio dispatch console equipment and operating procedures
• Ability to operate communication devices including two-way radio, telephone, and e-mail Ability to communicate clearly and effectively, both verbally and in writing
• Ability to work in a results-oriented, metric driven work environment Ability to establish rapport with customers, field staff and contractors
• 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 read and interpret 200 foot sheets, construction plans and finals, and plumbing cards.
• Ability to communicate with customers patiently and politely even in difficult times Ability to meet productivity and quality standards on a daily basis
• Work Environment And Physical Demands Ability to sit and wear a headset for extended periods of time.
• Ability to multi-task and work in a high-volume, fast-paced environment Ability to pay strict attention to detail

Experience Required

• Candidates with Utilities are preferred.
• 2+ years customer service experience 1+ years call center experience

Education Required

• High School diploma or equivalent.

Work Hours

• 11am - 7pm o During training must be able to work from 8:00am-5:00pm.
• After training, the work.
• Must be able to work an assigned shift between 7:30am-7:00pm, Monday Friday (excludes holidays).

Additional Information

• Please note this is an estimated timeframe.
• Can commit to 3+ weeks of training.
• Excludes emergencies such as unexpected hospitalization, car accident, death in the family, etc.
• Does not require time off for the first 3 months of start date.
• Willing to work overtime.

About Us
We are specialized in recruiting and deliver the best professional talent of industry and we are committed to deliver best experience for our clients and job seekers. With over two decades of experience in the recruitment industry, we proudly help you to find the next job that matches your professional skills. Our team understands your needs or requirement before starting the recruitment, that enables to find the high quality of talent with high success rate of talent delivery, keeps us continue to be the best in the industry.