Position Summary Information
- General SummaryThis position serves as a Key Account Relationship Manager for WSSC Water’s largest accounts. The incumbent will proactively manage and establish relationships with internal and external business customers by resolving simple to complex customer service issues and complaints, and building partnerships to advance our world-class mission.Essential FunctionsDevelops and maintains excellent working relationships with WSSC Water’s largest accounts while providing the highest level of customer service
- Builds strong relationships and strategic partnerships to provide direct customer support and liaison services with various teams throughout the Commission
- Follows up and responds to all customer inquiries and complex concerns within targeted timeframes during regular and after business hours and at customer property, as needed, ensuring WSSC Water has done everything it can to satisfy the customer
- Works with the customer advocates to prepare key account customers for water outages and other emergency work
- Works across all levels of the Commission including senior and executive management to articulate complex issues and present options for resolving concerns
- Informs and educates key accounts about WSSC Water priorities, initiatives, and customer service topics including billing, conservation, water efficiency, environmental stewardship, sustainability, and water quality
- Prepares information, and queries data and resources for use in PowerPoint, Word, Excel, or video presentations
- Coordinates utility services and problem resolution between the key accounts and WSSC Water (e.g., rates, billing, maintenance, engineering, construction and operations)
- Issues notices of violation and civil citations per WSSC Water Regulations and WSSC Plumbing and Fuel Gas Code
- Attends court proceedings as required
- Conducts research and analysis, including detailed quantitative and financial analysis, on behalf of customers
- Assists with billing and revenue protection processes when needed
- Maintains up-to-date knowledge of WSSC Water regulations and standard operating procedures that govern key accounts
- Evaluates customer service programs, procedures and trends, and makes recommendations for improvements in customer service
- Prepares metrics and maintains results and outcomes of customer satisfaction
- Demonstrates independent, professional judgment to identify and resolve customer service issues with key accounts and completes follow-up work in coordination with appropriate departments
- Drives a vehicle to conduct WSSC Water business
- Other FunctionsMay serve on committees and work teams
- Works closely with Commission departments
- Assists with consumer education and customer involvement
- Performs related duties as assigned
- Work Environment And Physical DemandsBusiness casual office environment.Required Knowledge, Skills, And AbilitiesKnowledge of the state, county and municipal government structure and personnel in Prince George’s and Montgomery counties
- Familiarity with the neighborhoods and geography of WSSC Water service areas
- Very organized, self-disciplined, and dependable
- Critical thinking skills
- Excellent verbal and written communication and public speaking skills, with the ability to communicate and relate across diverse audiences
- Intermediate level proficiency in Microsoft Office
- Proven ability to use computer software and applications, including Microsoft Office, MMIS, and EGIS, to share, retrieve, research and present business information
- Ability to design spreadsheets, import data, and perform quantitative and financial analysis using formulas and pivot tables
- Demonstrated ability to analyze and interpret data to identify relevant issues and to solve business problems
- Familiarity with business analysis and project management terminology, methodology, roles and practices
- Ability to build solid effective working relationships across all levels and demographics
- Ability to comprehend and simplify technical information
- Ability to manage escalated matters and bring issues to resolution
- Must have the ability to travel, often within the community
- Must be able to develop and maintain exemplary customer relationships
- Must be able to collaborate and work effectively with teams with the ability to mediate and resolve conflicts between external and internal parties
- Minimum Education, Experience RequirementsBachelor’s degree in communications, business, public relations, marketing, sales, or related discipline
- 5+ years of experience in providing customer service to internal and external customers, utility billing, research and communications, community outreach, marketing, or related field
OR
- Associate’s degree in communications, business, public relations, marketing, sales, or related discipline
- 7+ years of experience in providing customer service to internal and external customers, utility billing, research and communications, community outreach, marketing, or related field
OR
- High school diploma or equivalent
- 9+ years of experience in providing customer service to internal and external customers, utility billing, research and communications, community outreach, marketing, or related field
- Additional RequirementsCompletion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter
- Possession of a valid driver’s license with no more than 4 points and the ability to obtain and maintain a WSSC Water driver’s permit within 90 days of hire or transfer date
- Evenings and weekend hours may be required
- PreferencesBilling and revenue protection experience
- Knowledge of permitting and regulatory functions
- Fluent in speaking and writing Spanish
- Utility industry management experience
Salary$82,732 - $140,868
Posting Detail Information
EEO StatementAN 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 Date11/20/2024Open Until FilledNoSpecial Instructions to ApplicantsAdditional InformationAll applicants selected will be subject to drug screening and a background check/verification.
Eligible applicants will be reviewed for consideration after 11/20/24.
