What are the responsibilities and job description for the Customer Service Advisor - Call Center position at WSSC Water?
Position Information
Functional Title Customer Service Advisor - Call Center Recruitment Category Type Standard Functional Category Customer Service Grade UO.07 FLSA Status Non-Exempt Requisition Number 26-0262 Number of Vacancies Multiple Job Level Non-Management Job Code N/A Job Description Summary Organization Name Customer Care Reports to Supervisor, Customer Service Full or Part Time Full Time If Part Time how many hours per week Regular or Temporary Regular Position End Date (if temporary) Work Schedule Monday - Friday
Position Location Laurel Position Summary Information
General Summary The Customer Service Advisor is the primary voice of WSSC Water customer service and is responsible for responding to all non-emergency customer inquiries regarding water and sewer concerns, service requests and billing & accounts.
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 complex residential and commercial property billing and responds to customer questions or complaints by modifying customer accounts and billing, and initiating and explaining complex adjustments customers
- Interacts with the customer to schedule and process meter readings, process electronic credit card and check payments, initiates or removes penalties/fees and calculates new balances
- Processes name/address change and final bill emails, initiates refunds and Dispute Resolving Board (DRB) requests, and provides information to customers regarding Bay Fee Exemption or Customer Assistance Program (CAP)
- Maintains contact and appropriate follow-up with residential and commercial customers through multiple channels including phone, face-to-face, e-mail, fax, etc.
- Cultivates effective customer relationships that foster customer satisfaction
- Grants bill extensions and assists with bill collections by initiating turn/offs for nonpayment
- Identifies and troubleshoots technical issues as appropriate including handling inquiries and resetting customer passwords for iCare
- Stays well-informed on WSSC Water business operations such as daily water main breaks to better service our customers
- Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)
- Staffs One-Stop Shop
Performs related duties as assigned
Work Environment And Physical Demands Ability to sit and wear a headset for extended periods of time
Required Knowledge, Skills, And Abilities - Proficiency in business English, including grammar and usage.
- Exceptional customer service and empathy skills
- Excellent interpersonal, listening, communication and critical thinking skills
- Ability to perform basic mathematical calculations
- Ability to effectively problem-solve basic to moderately complex customer issues and complaints
- Ability to learn Customer 2 Meter (C2M), Mobile Workforce Management (MWM), Oracle Work & Asset Management (ODM) and Permit Processing Information System, Geographical Information System (GIS), Internet; and WSSC Water's payment and collection systems
- Ability to operate and communicate via telephone and e-mail
- Ability to communicate clearly and effectively, both verbally and in writing
- Ability to multi-task and work in a high-volume, fast-paced environment
- Ability to pay strict attention to detail
- Ability to communicate with customers patiently and politely even in difficult times
- Ability to meet productivity and quality standards daily
- Ability to work in a results-oriented, metric-driven work environment
- Ability to establish rapport with customers, field staff, and contractors
- High School diploma (or equivalent)
- 2 years customer service experience in an inbound or outbound call center capacity (or similar role which includes positions where employees interact directly with customers, clients, or users)
OR
- Associate's degree
- The CSA will undergo 6 months of onsite training and online classes
- After successful completion of the 6-month onsite training, there is potential for a hybrid schedule with up to 2 days of telework per week
- Successful completion of the 6-month training program is required. Failure to complete the program will result in demotion or release
- Employees must be able to work any shift assigned between 8am - 6pm at the primary workplace, including mandated overtime as needed to support operations
- 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
- Bachelor's degree in a related field
- Inbound Call Center experience
- Ability to speak and translate Spanish or French
Posting Detail Information
EEO Statement WSSC Water is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, marital status or any other characteristic protected by federal, state, or local law. We make employment decisions based on merit, qualifications, and business needs.
Reasonable Accommodations: WSSC Water provides reasonable accommodations to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, practices, or observances, in accordance with applicable law. Applicants who require assistance or an accommodation during the application or hiring process should contact us atada@wsscwater.com
Close Date 07/13/2026 Open Until Filled No Special Instructions to Applicants Additional Information Reasonable Accommodations: WSSC Water provides reasonable accommodations to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, practices, or observances, in accordance with applicable law. Applicants who require assistance or an accommodation during the application or hiring process should contact us atada@wsscwater.com
All applicants selected will be subject to drug screening and a background check/verification.
This position is a Union position represented by International Brotherhood of Teamsters.
This position is a Union position represented by International Brotherhood of Teamsters.
Salary : $28 - $48