The intent of this job description is to provide a representative summary of the major duties 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 CEO/General Manager.

SUMMARY:

The Customer Care Associate (Bilingual) is responsible for performing a variety of functions within the Customer Care Branch. Handles customer inquiries received by telephone or from walk-ins. Provides information and assistance to customers who present a broad range of complex issues and concerns. Determines appropriate course of action for emergency situations. 

ESSENTIAL FUNCTIONS: 

• Responds to inquiries received over the Water Bill Action Line and from walk-ins. Applies analytical and evaluative methods and techniques to provide sufficient information to resolve substantive issues and problems. Issues and problems may involve compiling, reconciling and correlating data from a variety of sources. 
• Exhibits positive action in representing the Authority in making final determinations on the customer’s inquiry or problem.
• Acts as Authority representative at court proceedings (and/or administrative hearings) with DC Water‘s legal representative both with external and internal attorneys providing required documentation to support to water and sewer charges. 
• Receives customers in the Business Office and satellite location and provides advisory services in relation to payment issues. Reviews the customer’s total situation in establishing payment plans, accepting request for investigations, and accepting payment for service restoration. Provides information to customers regarding resources for assisting them with payment of their bills, as well as participating in the annual Joint Utility Discount Day (JUDD). 
• Prepares adjustments on accounts and submits for approval. Processes requests for final bills while ensuring that the Authority is in compliance with the District of Columbia Municipal Regulations (DCMR). 
• Composes clear and concise correspondence that reflects the Authority’s position on complex issues and problems. 
• Prepares various reports. 
• Performs other related duties and projects as assigned at the discretion of the Supervisor, Call Center. 

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers throughout the department and the Authority, other government agencies and private organizations, and with the general public. 

EDUCATION / EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:  

The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential function satisfactorily. Reasonable amounts of training are provided.

• High School diploma or General Educational Development (GED) certificate and three (3) years of progressive experience in customer service. 
• Fluent in the English and Spanish languages. 
• Ability to handle complex problems and issues independently. 
• Excellent oral and written communication skills. 
• Substantive knowledge of analytical and evaluative methods and techniques. 
• Must be adaptable to working in a fast pace environment. 
• Must possess strong computer skills. Skills in utilizing personal computer and maintaining sufficient knowledge of applicable software programs (i.e. word processing, spreadsheets, e-mail, etc.).

PHYSICAL DEMANDS OF THE WORK ENVIRONMENT: 

 The work environment characteristics described here 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 functions. 

• General Office conditions. 

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 complianceada@dcwater.com.