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Sr. Manager, Customer Care (Call Center)
The Sr. Manager, Customer Care directs and manages customer-oriented services and outreach activities for the Commission, and provides oversight of WSSC Water’s customer call center
Essential Functions
- Supervises Customer Care Division staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination
- 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
- 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 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
- Expert operational knowledge of call center telecommunications, workforce management, and quality management technology, including interactive voice response system and call management system
- Good interpersonal communication skills
- Ability to handle General Manager, Commissioner and Inspector General level escalations
- Ability to communicate effectively both verbally and in writing
Minimum Education, Experience Requirements
Bachelor’s degree
- 8+ years experience in contact center operations and related departments that includes:
- 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 report
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