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Key Account Relationship Manager

Washington Suburban Sanitary Commission • Full-time • Laurel, MD, US • $80k - $150k / year • 6d ago

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

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

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.

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