Customer Advocate in Temple Hills, Maryland

Position Information

Functional TitleCustomer Advocate

Recruitment Category TypeStandard

Functional CategoryCommunications

GradeGS.13

FLSA StatusExempt

Requisition Number25-0009

Number of Vacancies1

Job LevelNon-Management

Job CodeN/A

Job Description Summary

Organization NameCommunications

Reports toDivision Manager, Customer Engagement & Advocacy

Full or Part TimeFull Time

If Part Time how many hours per week

Regular or TemporaryRegular

Position End Date (if temporary)

Work Schedule

On call availability 365 days per year, 24/7.

Position LocationTemple Hills

Position Summary Information

General Summary

THIS POSITION IS FOR WSSC WATER INTERNAL EMPLOYEES ONLY

TheCustomer Advocateserves all customers (residential and commercial) by resolving complex customer service issues and complaints and building partnerships within the community to advance our world-class mission. This role will be responsible for serving as the customer service point of contact for water and sewer projects.

Essential Functions

• Works closely with customers to resolve complex customer service issues and complaints in a professional manner

• Informs communities and stakeholders about WSSC Water priorities including construction projects and customer service topics including billing, customer assistance, and environmental stewardship through project and community outreach activities

• Works closely with community and government officials, and other WSSC Water stakeholders regarding repair, maintenance, and construction activities associated with planned and emergencyprojects

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

• Prepares all customers for water outages and other emergency work

• Works jointly with internal and external stakeholders to inform communitites about planned work and key issues, and to ensure WSSC Water compliance to state and county regulations

• Evaluates customer service programs, procedures and trends, and makes recommendations for improvements in customer service

• Prepares metrics and maintains results and outcomes of customer satisfaction and community outreach activities

• Demonstrates independent, professional judgment to identify and resolve customer service issues with WSSC Water contractors including recommending and authorizing the completion of followup work in coordination with appropriate departments

• Works across all levels of the Commission including senior and executive management to articulate complex issues and present options for resolving concerns

• Identifies and engages new businesses to promote WSSC Water services to help navigate processes and procedures

• Drives a vehicle to conduct WSSC Water business

Other Functions

• May serve on committees and work teams

• Works closely with other internal departments

• Assists with consumer education and customer involvement

• Drives/maintains the Emergency Response Vehicles ( ERV )

• Performs other duties as required

Work Environment And Physical Demands

Office and field assignments.

Required Knowledge, Skills, And Abilities

• Extensive customer service and/or community outreach knowledge and experience

• Must have strong knowledge of WSSC Water operations; services, policies, and procedures

• Must have knowledge of methods and principles of project management, contract management, and budgeting

• Must have knowledge of WSSC Water’s information systems including Meter Maintenance Information System ( MMIS ) and the water service shutdown system, Geographical Information System ( GIS ), Customer Service Information System ( CSIS ), WEB map Information System, andother systems

• Requires a general knowledge of plans, 200 ft. sheets, valve cards, plumbing cards, and other mapping documents or electronic media related to the distribution/collection systems

• Must be able to develop and maintain exemplary customer relationships

• Excellent verbal and written communication and public speaking skills, with the ability to communicate and relate across diverse cultures

• Must be able to deliver community outreach and educational programs

• Must be able to effectively network and maintain positive relationships within the organization and with outside entities

• Must be able to collaborate and work effectively with teams including the ability to mediate and resolve conflicts between external and internal parties

• Must be proficient with Microsoft Word, PowerPoint, Publisher and Excel

• Must have ability to travel, often within the community, and work nights and weekends

• Must have understanding of safety rules, regulations and standard operating procedures

• Demonstrated ability to exercise good judgment and maintain professional demeanor at all times especially in difficult customer situations

Minimum Education, Experience Requirements

• Bachelor’s degree and 5+ years experience providing customer service to both internal and external customers

OR

• Associate’s degree and 7+ years experience providing customer service to both internal and external customers

OR

• High school diploma (or equivalent) and 9+ years experience providing customer service to both internal and external customers

Additional Requirements

• Possession of a valid driver’s license and the ability to obtain a WSSC Water driver’s permit within 90 days of hire or transfer

• Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter

• On call availability 24×7×365 and may be deemed essential at any time

• Employees in this position are designated or considered emergency personnel; therefore, the employee must report to work as scheduled or as directed by their supervisor when WSSC Water declares an event that requires emergency personnel to report to work.

Preferences

• Possession of DOT -MO certification and license

• Proficient in writing and speaking in Spanish

Salary$86,312 – $146,731

Posting Detail Information

EEO Statement

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

Close Date07/30/2024

Open Until FilledNo

Special Instructions to Applicants

Additional Information

All applicants selected will be subject to drug screening and a background check/verification.

THIS POSITION IS FOR WSSC WATER INTERNAL EMPLOYEES ONLY

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Are you a current WSSC employee?

• Yes

• No

• • Do you have a valid driver’s license with no more than 4 points and with no restrictions (except eyeglasses/contact lenses)?

• Yes

• No

• • Will you, now or in the future, require sponsorship for employment visa status?

• Yes

• No

• Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?

• Yes

• No

Applicant Documents

Required Documents

• Resume

Optional Documents

• Cover Letter/Letter of Application