Position Information

　　Functional TitleCustomer Service Supervisor (Call Center)

　　Recruitment Category TypeStandard

　　Functional CategoryCustomer Service

　　GradeGS.11

　　FLSA StatusExempt

　　Requisition Number24-0151

　　Number of Vacancies2

　　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

　　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

　　Ability to 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

　　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

　　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$68,401 - $116,282

　　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 FilledYes

　　Special Instructions to Applicants

　　Additional Information

　　All applicants selected will be subject to drug screening and a background check/verification.

　　Eligible applicants will be released for review after 12/26/23.

　　Supplemental Questions

　　Required fields are indicated with an asterisk (*).

　　Do you have a High School diploma or equivalent?Yes

　　No

　　Do you have the ability to read, speak and translate in languages other than English ( i.e. Spanish or French)?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

　　Will you, now or in the future, require sponsorship for employment visa status?Yes

　　No

　　Applicant Documents

　　Required Documents

　　ResumeOptional Documents