Customer Care Associate Dispatching (26-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 services.DC 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 Virginia.We 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 Customer Care Associate (dispatching) responds to inquiries received via the 24-hour Emergency Command Center. Applies analytical and evaluative methods and techniques to provide sufficient information to resolve substantive issues and reconciles and correlates data from a variety of sources. Coordinates field crew activities for Customer Services Water Services and Sewer Services in response to calls received from the general public.

The role interacts with customers to discuss billing issues establish payment terms arrange for water audits and coordinate field crew activities related to emergencies inquiries concerns and other problems pertaining to water sewer and meter-related issues.

• Discusses the bill with the customer reviews payment applications makes adjustments to bills and establishes payment terms to avoid the disconnection of services.

• Provides advisory services in relation to payment issues. Reviews the customers total situation in establishing payment plans accepting requests for investigations and accepting payment for service restoration.

• Prepares adjustments on accounts and submits for approval.

• Exhibits positive action in representing the Authority in making a final determination on the customers inquiry or problem.

• May represent the Authority at court proceedings (and/or administrative hearings) with DC Waters legal representative both with external and internal attorneys providing required documentation to support water and sewer charges.

• Coordinates field crew activities related to emergencies inquiries concerns and other problems pertaining to water sewer meter and hydrant-related matters. Determines the responsibility of the repair and dispatches the concern to the necessary department agencies and/or personnel. Maintains location of field crews and communicates with them on a regular basis via the two-way to update the status of pending files based on field activities and provide technical assistance to field crews as necessary generates and routes service orders via Maximo and SOS Mobile.

• Assists crews with water shutoffs to isolate broken water cases where information does not appear to conflict with current records informs field crew of inconsistencies and advises them of probable field conditions they may encounter and other possible alternatives.

• Provides remote assistance to field personnel related to the water and sewer infrastructure by reviewing and communicating information found in Geographic Information Systems (GIS) electronic maps engineering drawings and Electronic Customer Information Systems (ECIS).

• Contacts other agencies to request assistance or to inform of existing conditions as reported by field crews.

• Prepares various reports. Maintains records of out of service fire hydrants leaking services broken water mains out of service and defective valves. Maintains records and performs research activities regarding job status to generate reports follow-up on action items and responds to customer inquiries.

• Composes clear and concise correspondence that reflects the Authoritys position on complex issues and problems.

• The incumbent is required to work rotating shifts.

• The incumbent is subject to being placed on call during hours and schedule identified by the Authority.

• Performs other related duties and projects as assigned at the discretion of the Supervisor Emer Command Ctr.

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.