Communications Agent, CS - (25-CC)

The intent of this job description is to provide a representative summary of the major duties locations and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a contract between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

At DC Water we provide more than 700000 District of Columbia residents and 24.6 million annual visitors with essential water wastewater and stormwater Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince Georges counties in Maryland and Fairfax and Loudoun counties in aspire to be known for superior service ingenuity and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision we commit to our shared mission every dayexceeding expectations by providing high quality water services in a safe environmentally friendly and efficient manner.

The Communications Agent CS is responsible for performing a variety of functions within the Customer Care Division. Takes appropriate action on customer inquiries received by telephone email fax mail Web and various media. Provides information and assistance to customers who present a broad range of complex issues and concerns. Determines appropriate course of action for emergency and account related situations.

• Responds (significantly in writing) to inquiries received by phone fax mail and email. Applies analytical mathematical logical and evaluative methods and techniques to provide accurate information and bring resolution to customer problems using a variety of resources including agency systems internal/external applications and information Websites.

• Exhibits positive professional and courteous action in representing the Authority when making final determinations on the customers inquiry or problem. Composes clear and concise correspondence that reflects the Authoritys position on complex issues and problems.

• Acts as Authority representative at court proceedings and/or administrative hearings. Works with DC Waters internal and external legal representatives and attorneys to provide required documentation to support to water and sewer charges.

• Interacts with customers to discuss billing and payment issues review account information and determine the appropriate action exception justification and/or need for field crew assistance as it relates to billing emergency and non-emergency investigations for Customer Service Water Services and Sewer Services; and in accordance with DC Water policy and District of Columbia Municipal Regulations (DCMR).

• Prepares account adjustments in accordance with DC Water policy and DCMR. Applies general utility billing principals and regulations to calculate adjust and/or confirm charges for water usage and monthly fees. Processes and/or verifies account changes related to ownership and occupancy through the Office of Tax and Revenue/Recorder of Deeds property sale documentation management agreements and other forms of owner authorization.

• Prepares maintains and updates various reports notifications and correspondence associated with the performance of assigned duties and tasks.

• Identifies directional attributes and objects on a map or other engineered logical skills to associate icons and symbols with a defined asset or system value. Communicates discrepancies in information verbally and in writing. Uses Geographic Information Systems (GIS) electronic maps engineered drawings and Vertex One (V1) to address customer inquiries. Documents records and correspondence to reflect status of investigations/requests status and condition of assets and equipment and reports of leaks.

• Uses agency systems to create update schedule route dispatch and/or complete account and emergency related service orders as required. Ensure work orders are assigned to the appropriate field crew in response to customer inquiries and in accordance with established.

• Works within the Customer Care Division as assigned and within the scope of duties. Works overtime as required.

• Performs other related duties and projects assigned.

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers throughout the department and the Authority other government agencies and private organizations and with the general public.

The qualifications listed below are representative of the knowledge skill and ability necessary for an

individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are

provided.

Required Skills & Qualifications

Preferred Skills & Qualifications

*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

At DC Water our people make us an industry leader. Join a group of thinkers innovators and problem solvers focused on protecting lifes most precious resource in the nations capital.

• Take pride in your work.We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.

• Connect to a strong culture.Everything we do is grounded in our shared valuesaccountability trust teamwork customer focus safety and wellbeing.

• Be your true self.We are an inclusive organization that embraces diversity and we recognize and celebrate employees individuality and unique contributions.

• Build your skills and career path.We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against qualified individuals with disabilities.

If a reasonable accommodation is needed to participate in the job application or interview process to

perform essential job functions and/or to receive other benefits and privileges of employment please

email.