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Sr. Manager, Customer Care (Call Center)
Job Location:
Job Location:
Laurel, MD - USA
Monthly Salary:
$ 139786 - 238014
Monthly Salary:
Posted:
9 August 2026 (26 days ago)
Posted:
Application Deadline:
6 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Essential Functions
Supervises Customer Care Division staff including selecting or recommending selection training assigning and evaluating work counseling disciplining and/or termination or recommending termination Directs and manages all operations that are related to the process of developing customer bills and responding to customer billing and maintenance inquiries Evaluates and resolves the more complex customer complaints/problems Identifies recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines Builds good working relationship with all WSSC Water customers including residential and commercial customers as well as the plumbing and development communities and local government officials Oversees the update and implementation of policies and procedures to ensure efficient customer billings and other services Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers inquiries concerning the status of payment charges and refunds Oversee the preparation of all correspondence to clients customers and third parties in response to complaints research requests data inquiries and the like and maintains correspondence files and controls Prepares and administers the budget of the Division Oversees evaluation of claims filed against WSSC Water Oversees and evaluates the work of in-house or third-party claims adjusters who administer WSSC Waters self-insurance program
Work Schedule
Hours as scheduled. Call Center Operates Monday-Friday 8am-6pm. Additional hours as required.
Supervises Customer Care Division staff including selecting or recommending selection training assigning and evaluating work counseling disciplining and/or termination or recommending termination Directs and manages all operations that are related to the process of developing customer bills and responding to customer billing and maintenance inquiries Evaluates and resolves the more complex customer complaints/problems Identifies recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines Builds good working relationship with all WSSC Water customers including residential and commercial customers as well as the plumbing and development communities and local government officials Oversees the update and implementation of policies and procedures to ensure efficient customer billings and other services Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers inquiries concerning the status of payment charges and refunds Oversee the preparation of all correspondence to clients customers and third parties in response to complaints research requests data inquiries and the like and maintains correspondence files and controls Prepares and administers the budget of the Division Oversees evaluation of claims filed against WSSC Water Oversees and evaluates the work of in-house or third-party claims adjusters who administer WSSC Waters self-insurance program
Work Schedule
Hours as scheduled. Call Center Operates Monday-Friday 8am-6pm. Additional hours as required.
Required Experience:
Manager
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.
