What are the responsibilities and job description for the Emergency Customer Service Advisor (Call Center) position at WSSC Water?
Position Information
Functional Title Emergency Customer Service Advisor (Call Center) Recruitment Category Type Standard Functional Category Utility Services Grade UO.07 FLSA Status Non-Exempt Requisition Number 26-0257 Number of Vacancies 2 Job Level Non-Management Job Code N/A Job Description Summary Organization Name Emergency Call Center Reports to Section Manager - Emergency Services 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 The Emergency Service Center has three shifts. Work Schedule will vary as employee will be assigned to one of the shifts listed.
Shift 1 = 12am - 8am
Shift 2 = 7am - 8pm
Shift 3 = 4pm - 12am
Position Location Laurel Shift 1 = 12am - 8am
Shift 2 = 7am - 8pm
Shift 3 = 4pm - 12am
Position Summary Information
General Summary The Emergency Customer Service Advisor is the primary voice of WSSC Water providing emergency customer service on a 247365 basis. The Advisor is responsible for communicating and coordinating with various departments within WSSC Water to respond to and assess all customer calls pertaining to reports of emergencies, field maintenance activities and provide emergency customer service with a sense of urgency.
Essential Functions - Delivers excellent customer care by responding to customers who are experiencing emergency or critical service issues in a timely, courteous, and accurate manner
- Issues service work orders to dispatch crews, inspectors, meter mechanics, and contract employees including plumbers, cleaning companies, cleaning and lining contractors, and electrical contractors
- Responds to email correspondence received in the emergency contact center
- Initiates appropriate work orders and journal report assessments
- Contacts and coordinates information with outside agencies regarding WSSC Water field work which includes utilities, contractors, fire departments, news media, state and local jurisdictions
- Initiates and processes Miss Utility requests
- Coordinates and relays messages between WSSC Water offices and mobile units
- Maintains logs regarding notification calls related to significant events
- Reads and interprets maps, valve cards, construction finals, and 200-foot sheets
- Coordinates and relays specific information and instructions to field personnel
- Accesses and utilizes MMIS, CSIS, PPIS, CNS, GIS, C2M, MWM, City Works database systems and operates scanners and printers
- Maintains records of fire hydrants placed in or out of service, street closing, excavations in need of repair, and temporary patches requested
- Maintains MMIS water segment sub-system
- Implements notification process for unusual and emergency situations
- Provides internal and external customer notifications of water outages and sewer overflows utilizing the customer notification system (CNS)
- Provides emergency assistance by arranging hotel accommodations for displaced customers
Performs related duties as assigned
Work Environment And Physical Demands Ability to sit and wear a headset for extended periods of time in a business causal call center setting.
Required Knowledge, Skills, And Abilities - Knowledge of business English, grammar and usage
- Superior customer service and empathy skills
- Excellent interpersonal, listening, communication and critical thinking skills
- Ability to perform basic mathematical calculation
- Ability to effectively problem-solve basic to moderately complex customer issues and complaints
- Ability to learn communication systems such as radio dispatch console equipment and operating procedures
- Ability to learn Customer Service Information System (CSIS), Maintenance Management Information System (MMIS), City Works and Permit Processing Information System, Geographical Information System (GIS), Internet; and WSSC Water's collection and distribution systems
- Ability to operate communication devices including two-way radio, 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 on a daily basis
- Ability to work in a results-oriented, metric driven work environment
- Ability to establish rapport with customers, field staff and contractors
- Ability to read and interpret 200-foot sheets, construction plans and finals, and plumbing cards
- High School Diploma or equivalent
- 2 years of inbound call center experience
- Emergency Services Center CSAs must be able to work rotating shifts, in the primary workplace or remotely (telework), including weekends, holidays and mandatory overtime, as part of a 247365 operation
- 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
- Associate's degree
- 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 07/03/2026 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 the International Brotherhood of Teamsters.
Eligible applicants will be reviewed for consideration after 7/3/26.
This position is a Union position represented by the International Brotherhood of Teamsters.
Eligible applicants will be reviewed for consideration after 7/3/26.
Salary : $28 - $48