Sr. Customer Service Advisor (Call Center)
Job Location:
Job Location:
Laurel, MD - USA
Monthly Salary:
$ 31 - 54
Monthly Salary:
Posted on:
4 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Essential Functions
Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely accurate and complete manner Reviews and analyzes all small and large metered accounts for possible billing discrepancies accuracy completeness and overall quality assurance Modifies billing and account history which impacts Commission revenue Analyzes and processes complex customer account transactions such as billing customer accounts for water and sewer usage to generate revenue Determines if extensions are appropriate authorizes payment arrangements or initiates collections Processes moderate to complex field activities and adjustments Reviews Dispute Resolving Board ( DRB ) requests and initiates refund requests Verifies addresses against Maryland National Capital Park & Planning records removes penalties and fees and verifies account ownership and bill payments Performs quality monitoring to determine quality and accuracy of service offered to customers Cultivates effective customer relationships that foster customer satisfaction Resolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other units as needed Provides leadership in assisting with the training coaching and mentoring of customer care professionals I and staff augmentation contact center Develops workforce management schedules including one-stop shop schedule Assists with 3rd party staff augmentation contact center partner Analyzes and investigates changes in water usage including increases and decreases in consumption Plans and schedules service work for field representatives in coordination with utility services team Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test meter reading etc.) Accesses and utilizes multiple on-site databases to research open and close accounts and activities Provides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changes Provides technical support to customers for online bill pay options e-bill enrollment and iCare password resets
Work Schedule
Schedule as assigned by business need with additional hours as needed. Call Center operates Monday to Friday 8:00am to 6:00pm.
Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely accurate and complete manner Reviews and analyzes all small and large metered accounts for possible billing discrepancies accuracy completeness and overall quality assurance Modifies billing and account history which impacts Commission revenue Analyzes and processes complex customer account transactions such as billing customer accounts for water and sewer usage to generate revenue Determines if extensions are appropriate authorizes payment arrangements or initiates collections Processes moderate to complex field activities and adjustments Reviews Dispute Resolving Board ( DRB ) requests and initiates refund requests Verifies addresses against Maryland National Capital Park & Planning records removes penalties and fees and verifies account ownership and bill payments Performs quality monitoring to determine quality and accuracy of service offered to customers Cultivates effective customer relationships that foster customer satisfaction Resolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other units as needed Provides leadership in assisting with the training coaching and mentoring of customer care professionals I and staff augmentation contact center Develops workforce management schedules including one-stop shop schedule Assists with 3rd party staff augmentation contact center partner Analyzes and investigates changes in water usage including increases and decreases in consumption Plans and schedules service work for field representatives in coordination with utility services team Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test meter reading etc.) Accesses and utilizes multiple on-site databases to research open and close accounts and activities Provides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changes Provides technical support to customers for online bill pay options e-bill enrollment and iCare password resets
Work Schedule
Schedule as assigned by business need with additional hours as needed. Call Center operates Monday to Friday 8:00am to 6:00pm.
Required Experience:
Senior IC
About Company
WSSC Water delivers clean drinking water to almost 2 million people in Montgomery and Prince George's counties with zero quality violations in 100+ years.
