Emergency Customer Service Advisor (Call Center)

The Emergency Customer Service Advisor is the primary voice of WSSC Water providing emergency customer service on a 24×7×365 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

Other Functions

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

Minimum Education, Experience Requirements

High School Diploma or equivalent

2 years of inbound call center experience