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Recruited by WSSC Water 1 year ago Address , Laurel, Md $21.53 - $32.88 an hour

Emergency Customer Service Advisor

Company

WSSC Water
Address , Laurel, Md
Employment type FULL_TIME
Salary $22.46 - $38.18 an hour
Expires 2023-10-04
Posted at 8 months ago
Job Description

The Emergency Customer Service Advisor is the primary voice of WSSC Water emergency customer service and is responsible for communicating with field staff to investigate reports of emergencies and responding to all customer emergency calls pertaining to field maintenance activities.

Essential Functions

  • Initiates appropriate work orders and journal report assessments
  • Maintains logs regarding notification calls related to significant events
  • Reads and interprets maps, valve cards, construction finals, and 200 foot sheets
  • Coordinates and relays specific information and instructions to field personnel
  • Provides internal and external customer notifications of water outages and sewer overflows utilizing the customer notification system (CNS)
  • Contacts and coordinates information with outside agencies regarding WSSC Water field work which includes utilities, contractors, fire departments, news media, state and local jurisdictions
  • Issues service work orders to dispatch crews, inspectors, meter mechanics, and contract employees including plumbers, cleaning companies, cleaning and lining contractors, and electrical contractors
  • Implements notification process for unusual and emergency situations
  • Accesses and utilizes MMIS, CSIS, PPIS, CNS, GIS database systems and operates scanners and printers
  • Delivers excellent customer care by responding to customers who are experiencing emergency or critical service issues in a timely, courteous, and accurate manner
  • Initiates and processes Miss Utility requests
  • Maintains records of fire hydrants placed in or out of service, street closing, excavations in need of repair, and temporary patches requested
  • Maintains MMIS water segment sub-system
  • Provides emergency assistance by arranging hotel accommodations for displaced customers
  • Coordinates and relays messages between WSSC Water offices and mobile units
  • Responds to email correspondence received in the emergency contact center;

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

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