Customer Advocate (26-OMAC)

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 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 Advocate serves as an advocate for all customers (residential and commercial) by resolving complex customer service issues and complaints and building partnerships within the community to advance DC Waters mission of providing world-class water services. This role establishes and maintains positive working relationships with all DC Waters customers and serves as the customer service point of contact for water and sewer projects addressing inquiries concerns and feedback in a timely and effective manner.

• Serves as a dedicated advocate for all customers representing their interests and addressing their needs concerns and complaints with empathy professionalism and urgency.

• Works closely with customers to resolve complex customer service issues and complaints in a professional manner and informs customers about water outages and other emergency work.

• Informs communities and stakeholders about DC Waters priorities including construction projects and customer service topics including billing customer assistance and environmental stewardship through project and community outreach activities.

• Interfaces with community and government officials and other DC Water stakeholders regarding repair maintenance and construction activities associated with planned and emergency projects.

• Follows-up and responds to all customer inquiries and concerns within targeted timeframes during regular and after business hours ensuring customer satisfaction.

• Informs internal stakeholders including field staff and supervisors project design and construction teams etc. about planned work and key issues.

• Interfaces with external stakeholders including State Highway Administration Prince Georges and Montgomery County Departments of Public Works Department of Environmental Services etc. to ensure DC Waters compliance with state and county regulations.

• Evaluates customer service programs procedures and trends establishes and monitors metrics and reports the results and outcomes of customer satisfaction and community outreach activities.

• Maintains accurate records logs and databases of customer interactions inquiries and complaints ensuring confidentiality privacy and compliance with data protection regulations.

• Collects documents and analyzes customer feedback suggestions and complaints to identify trends patterns and areas for improvement in service delivery processes and policies.

• Demonstrates independent professional judgment to identify and resolve customer service issues with DC Waters contractors including recommending and authorizing the completion of follow-up work in coordination with appropriate departments.

• Responds to emergency situations service interruptions and crisis events affecting customers providing support guidance and assistance as needed to mitigate impacts and restore services.

• Collaborates with all levels including senior and executive management communicates complex issues and suggests options for resolving concerns.

• Identifies and engages new businesses to promote DC Waters services and helps navigate processes and procedures.

• Drives a vehicle to conduct DC Water business including Emergency Response Vehicles.

• May serve on committees and work teams.

• Assists with consumer education and customer involvement.

• Performs other duties and projects as assigned at the discretion of Director Community Affairs.

Supervisory Responsibilities: N/A

Key Working Relationships:Interacts with co-workers within the department and throughout DC Water government agencies Office of Peoples Council privateorganizations and 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 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 we do is grounded in our shared valuesaccountability trust teamwork customer focus safety and wellbeing.

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

• Build your skills and career 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 .