Research & Communications Specialist Job at WSSC Water
The
Research & Communications Specialist is the primary voice of WSSC Water customer service and is responsible for investigating, researching and resolving complex customer issues and responding clearly and completely in writing.
Essential Functions
- Delivers excellent customer service by responding to escalated issues and questions about customer accounts and services in a prompt, accurate, and effective manner
- Investigates and resolves a variety of complex customer complaints and responds in writing
Investigates and resolves complex customer service and billing inquiries requiring special attention in consultation with other units
Drafts general correspondence for the customer service division (CSD) including verification letters and adjustment explanations
Performs detailed analysis and research of customer accounts and determines and recommends solutions
Monitors WSSC Water Issuetrackr, resolves assigned issues and communicates results to customers
Analyzes accounts and works with account apecialists to determine final action to be taken regarding adjustment/rebilling and communicates results to customers
Responds to customer inquiries in a timely and effective manner resulting in high customer satisfaction that enhances the reputation of WSSC Water
Participates in DRB and refund hearings as appropriate
Other Functions
- Assists with audits of internal processes and systems to ensure compliance with WSSC Water policies and standard procedures and regulations
- Supports the information technology team in the implementation of and upgrade of all customer service technology, including CC&B, CRM, eIVR and WFM
- Compiles and prepares various unit reports as requested
Completes special projects as assigned
Provides reports and feedback as necessary to improve the unit objectives and facilitate changes in unit procedures and guidelines
Performs other related duties as assigned
Work Environment And Physical Demands
Work is performed in a business casual office environment.
Required Knowledge, Skills, And Abilities
- Excellent verbal and written communication skills
- Excellent listening and interpersonal skills
Excellent analytical and critical thinking skills
Excellent time management skills
Strong attention to detail
Ability to gain strong knowledge of WSSC Water operations and various regulations, standard procedures and policies
Ability to maintain confidentiality
Ability to write at an advanced level and clearly communicate complex matters
Ability to investigate, research and resolve complex customer inquiries
Ability to implement problem solving techniques
Ability to deal tactfully and courteously with the public
Ability to gain excellent knowledge of the operations, programs, and objectives of the Customer Service Department
Thorough knowledge of Microsoft applications such as Word, Excel, PowerPoint, and Outlook
Minimum Education, Experience Requirements
- Bachelor’s degree with concentration in English, Journalism, Public Relations or related field
- 2+ years customer service or account billing experience
- 1+ year business writing experience
OR
- High School diploma or equivalent
- 6+ years customer service or account billing experience
- 1+ year business writing experience
Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.