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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
OR
OR
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 (*).
Yes
No
Yes
No
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
Optional Documents
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