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

DC Water • Washington, DC

1d • $36 - $46 • Hybrid

About The Position

Customer Care Associate is responsible for performing a variety of functions within the Customer Care Branch. Handles customer inquiries received by telephone. Provides information and assistance to customers who present a broad range of complex issues and concerns. Determines appropriate course of action for emergency situations.

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.

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. Investigate billing discrepancies and resolve issues to the customer's satisfaction. Provide 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.
• Represent the water utility positively in all interactions, fostering trust and confidence in the organization's services. Maintain a courteous, professional demeanor and uphold company values. Strive to enhance DC Water’s reputation through excellent customer service.
• Accurately record all customer interactions, service requests, and updates in the CRM system. Ensure 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.

Benefits

• We provide an essential service and do work that matters.
• A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.
• We are an inclusive organization that embraces diversity, and we recognize and celebrate employees’ individuality and unique contributions.
• We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED