Customer Service Supervisor (Call Center) - Internal Applicants Only

General Summary

THIS POSITION IS FOR WSSC WATER EMPLOYEES ONLY*

The Customer Service Supervisor manages and evaluates the work performance of customer service staff and oversees the One-Stop Walk-in Office and call intake regarding general to complex billing inquiries, payment processing, account adjustments, and back-office activities. Essential Functions

• Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and / or termination or recommending termination
• Prepares and presents employee monthly appraisals, mid-year and annual evaluations
• Coaches, develops, and mentors staff and oversees group activities and productivity
• Establishes work schedules, approves timecards, and maintains employee attendance and performance records for direct reports
• Monitors and manages individual team performance, metrics, service levels, and quality to ensure customer satisfaction
• Reviews work processes to ensure compliance with established procedures
• Delegates work assignments, sets expectations, and monitors delegated activities
• Utilizes and updates legacy mainframe and other database applications including MMIS, CSIS, PPIS, GIS, IssueTrakr, and Customer Connect to research, open, and close accounts and activities
• Performs quality monitoring to determine quality and accuracy of service offered to customers
• Analyzes, investigates, and resolves extremely complex customer account inquiries and challenges
• Manages complex and escalated customer issues
• Responds promptly and solicits customer feedback to improve the customer’s experience
• Validates billing adjustments and service work orders initiated by staff for approval
• Documents and modifies billing errors initiated by staff
• Evaluates methods to improve the section’s efficiency and to provide a high level of customer service to external and internal customers
• Functions as part of an overall team to drive customer satisfaction by conducting regular meetings with staff and informing staff of all changes, problems, and emergencies confronting the section’s operation and performance objectives
• Assists with quality assurance, training, and workforce functions

Other Functions

• Supports the information technology team in the implementation and upgrade of all customer service technology
• Provides input and suggestions in support of continuous process improvement
• Facilitates a good working relationship between customer service and other teams across the Commission in support of strategic priorities
• Leads special projects and provides project reports as required
• Gathers information from various sources, GIS and work order reports for monthly and annual reports
• Manages overtime for budgetary measures
• Acts as emergency service center (ESC) supervisor when needed
• Performs other duties as assigned

Work Environment And Physical Demands Work primarily performed in call center environment. Required Knowledge, Skills, And Abilities

• Thorough knowledge of contact center concepts, practices, and business policies
• Strong knowledge of Microsoft Word, Outlook, Excel, and Power Point
• Ability to gain strong knowledge of Customer Service Information System (CSIS), Maintenance Management Information System (MMIS), and Permit Processing Information System, Geographical Informational System (GIS), and WSSC Water’s collection and distribution systems
• Ability to plan and work well under pressure; handle multiple priorities; and prioritize work to meet deadlines
• Ability to exercise sound judgement and make decisions
• Ability to provide leadership and execute problem solving techniques and make independent decisions
• Ability to effectively coach, develop and supervise employees
• Ability to work in a high-volume, fast-paced environment
• Ability to effectively communicate with internal and external customers
• Excellent interpersonal communication skills
• Ability to communicate effectively both verbally and in writing
• Good knowledge of standard office methods and practices
• Good knowledge of correct English grammar and usage
• Ability to gain knowledge of applicable federal, state and local laws, rules, and regulations
• Ability to communicate clearly and effectively both verbally and in writing
• Ability to read and interpret 200 foot sheets, construction plans and finals, and plumbing cards

Minimum Education, Experience Requirements

• Bachelor’s degree in business, communication or a related field
• 3+ years contact center experience addressing complex customer inquiries that includes
• 1+ year of quality assurance responsibilities in a metric driven environment
• High School diploma or equivalent
• 7+ years contact call center experience addressing complex customer inquiries that includes
• 1+ year of quality assurance responsibilities in a metric driven environment

Additional Requirements

• Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter
• Successfully complete a training program that includes structured full-day classroom and on-line instruction. Failure to successfully complete this program will result in demotion or release
• Employees must be able to work rotating shifts, primary workplace or remotely / telework, including weekends, holidays and mandated overtime during WSSC Water emergencies as part of a 24-hour 7-day 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

Preferences

• Bachelor’s degree in Business, Communication or a related field
• Team lead or supervisory experience
• Ability to read, speak and translate in languages other than English, especially Spanish
• Knowledgeable of workforce management principles and the principles of continuous process improvement

Salary $69,257 -$117,736