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Form of work
SalaryTheEmergency Customer Service Advisor is the primary voice of WSSC Water providing Emergency Customer Service 24 hours 7 days a week. The Advisor is responsible for communicating and coordinating with various departments within WSSC to respond 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 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.
Other Functions
Performs other related duties assigned.
Work Environment And Physical Demands
Ability to sit and wear a headset for extended periods of time.
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), 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.
Minimum Education, Experience Requirements
- High School diploma or equivalent
- 2+ years Customer Service experience
- 1+ year call center experience
