Customer Care Associate - (26-CC-600012-097)

District of Columbia Water and Sewer Authority•Washington, DC

1d•Hybrid

About The Position

The Customer Care Associate is responsible for performing a variety of functions within the Customer Care Branch. This role handles customer inquiries received by telephone, provides information and assistance to customers who present a broad range of complex issues and concerns, and determines the appropriate course of action for emergency situations. The Customer Care Associate represents the Authority positively in all interactions, fostering trust and confidence in the organization's services, while maintaining a courteous, professional demeanor and upholding company values.

Requirements

Three (3) years of progressive experience in customer service.
High School diploma or General Educational Development (GED) certificate
Ability to handle complex problems and issues independently
Excellent oral and written communication skills.
Superior listening, verbal, and written skills.
Must be adaptable to working in a fast-paced environment.
Strong computer skills.
English language proficiency.

Nice To Haves

Three (3) years of call center experience.

Responsibilities

Delivers exceptional customer service by promptly, accurately, and thoroughly addressing inquiries and questions regarding customer accounts and services.
Addresses customer questions about their water bills, including explaining charges and usage.
Investigates billing discrepancies and resolves issues to the customer's satisfaction.
Provides information on available payment plans and customer assistance programs.
Accurately accesses and updates customer account information in the CRM system.
Verifies customer details before making changes to ensure data security.
Assists with account inquiries, including updating contact information.
May represent the Authority at court proceedings (and/or administrative hearings) with DC Water‘s legal representative both with external and internal attorneys providing required documentation to support water and sewer charges.
Represents the water utility positively in all interactions, fostering trust and confidence in the organization's services.
Maintains a courteous, professional demeanor and upholds company values.
Strives to enhance DC Water’s reputation through excellent customer service.
Accurately records all customer interactions, service requests, and updates in the CRM system.
Ensures data is entered promptly and is easily retrievable for future reference.
Maintains data integrity and confidentiality at all times.
Composes clear and concise correspondence that reflects the Authority’s position on complex issues and problems.
Prepares various reports.
Performs other related duties and projects as assigned at the discretion of the Supervisor, Call Center.