The Sr. Manager, Customer Care directs and oversees a high volume (2K calls per day) customer Call Center and manages customer-oriented services and outreach activities.
Essential Functions
Directs and manages all operations that are related to the process of developing customer bills and responding to customer billing and maintenance inquiries
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 the update and implementation of policies and procedures to ensure efficient customer billings and other services
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
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
Supervises Customer Care Division staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination
Prepares and administers the budget of the Division
Oversees evaluation of claims filed against WSSC Water
Oversees and evaluates the work of in-house or third-party claims adjusters who administer WSSC Water’s self-insurance program
Other Functions
Performs other related duties. as required
Work Environment And Physical Demands
Work is performed in a business casual office setting
Required Knowledge, Skills, And Abilities
Comprehensive knowledge of the customer service databases and IS tools; comprehensive knowledge of the principles, techniques and methods of management
Good knowledge of water/sewer billing system, and customer relations on several levels (routine and emergency)
Ability to plan, direct and coordinate the activities of a complex diversified Customer Care organization
Good interpersonal communication skills
Ability to communicate effectively both verbally and in writing
Minimum Education, Experience Requirements
Bachelor’s degree and 8+ years experience in contact center operations
5+ years’ experience in billing and collections
3 years’ experience managing a large staff of Call Center professionals, including leaders
2 years’ experience preparing and presenting verbal and written reports
Refer code: 7945041. WSSC Water - 3.6 - The previous day - 2024-01-27 15:18
Sr. Manager, Customer Care (Call Center) recruited by WSSC Water - 3.6 in Laurel, MD. The salary range is from 0,822 - 8,397 a year. It requires Full-time employment. You can also explore other Customer Care jobs in Laurel, MD on the 123work job recruitment channel.