Sr. Manager, Customer Care (Call Center)

At WSSC Water, we are passionate about our one water mission and devoted to delivering safe, seamless, and satisfying service to our 1.9 million customers. It takes teamwork to deliver the essential, which is why we proudly call ourselves Team H2O – working together, sharing our talents and creativity to safeguard public health and protect the environment.

WSSC Water seeks a Sr. Manager, Customer Care to direct and manage customer-oriented services and outreach activities for the Commission and provide oversight of WSSC Water’s customer call center.

Key Functions:

• Directs and manages all operations that are related to account and billing related customer service inquiries, including calls, emails and written correspondence
• Evaluates and resolves the more complex customer complaints/problems
• Identifies, recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines
• Builds good working relationship with all WSSC Water customers including residential and commercial customers as well as the plumbing and development communities and local government officials
• Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers’ inquiries concerning the status of payment, charges and refunds
• Ensures timely and accurate processing of start and stop service requests, including tenant move in and out
• Manages high bill concerns to conclusion, including requesting of adjustments consistent with WSSC Water regulations, and assisting customers with understanding consumption, leaks and water conservation
• Oversee the preparation of all correspondence to clients, customers, and third parties in response to complaints, research requests, data inquiries and the like and maintains correspondence files and controls

Requirements:

• Bachelor’s degree
• 8 years’ experience in contact center operations, including:
• 5 years’ experience in billing and collections
• 3 years’ experience managing a large customer service team
• 2 years’ experience preparing and presenting verbal and written reports

Preferences:

• Advanced business degree (MBA)
• Experience working in a water/wastewater environment

To learn more about WSSC Water, please visit www.wsscwater.com. To review the complete job description and apply for the Sr. Manager, Customer Care role (vacancy #26-0098), please visit WSSC Water Careers at Careers | WSSC Water. EOE M/V/D