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Job Information
Washington Suburban Sanitary Commission (WSSC) Customer Service Supervisor (Call Center) - Internal Applicants Only in Laurel, Maryland
Position Information
Functional TitleCustomer Service Supervisor (Call Center) - Internal Applicants Only
Recruitment Category TypeStandard
Functional CategoryCustomer Service
GradeGS.11
FLSA StatusExempt
Requisition Number24-0313
Number of Vacancies1
Job LevelSupervisory
Job CodeN/A
Job Description Summary
Organization NameCustomer Care
Reports toSection Manager, Customer Service
Full or Part TimeFull Time
If Part Time how many hours per week
Regular or TemporaryRegular
Position End Date (if temporary)
Work Schedule
Call Center Hours M-F 8:00am-6:00pm. Shift scheduled based upon business needs, with additional hours as needed.
Position LocationLaurel
Position Summary Information
General Summary
- THIS POSITION IS FOR WSSC WATER EMPLOYEES ONLY*
TheCustomer Service Supervisormanages 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
OR
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
Posting Detail Information
EEO Statement
AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.
Close Date
Open Until FilledNo
Special Instructions to Applicants
Additional Information
All applicants selected will be subject to drug screening and a background check/verification.
Supplemental Questions
Required fields are indicated with an asterisk (*).
- Are you a current WSSC employee?
Yes
No
- Please provide your employee ID number.
(Open Ended Question)
- Will you, now or in the future, require sponsorship for employment visa status?
Yes
No
Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?
Yes
No
Applicant Documents
Required Documents
- Resume
Optional Documents