Sr. Manager, Customer Care (Call Center)

WSSC Water•Laurel, MD

3d•Onsite

About The Position

This role supervises the Customer Care Division staff, directing and managing all operations related to customer billing and inquiries. The position involves resolving complex customer complaints, identifying and implementing policies for efficiency, and building relationships with customers and stakeholders. Key responsibilities include overseeing billing accuracy, managing correspondence, preparing budgets, and evaluating claims against WSSC Water.

Requirements

Supervisory experience
Experience in managing customer billing operations
Experience in resolving complex customer complaints
Experience in policy and procedure development and implementation
Budget preparation and administration experience
Claims evaluation experience

Responsibilities

Supervises Customer Care Division staff, including selection, training, evaluation, and disciplinary actions.
Directs and manages all operations related to customer billing and responding to customer inquiries.
Evaluates and resolves complex customer complaints and problems.
Identifies, recommends, and administers policies and procedures to ensure Division efficiency and productivity within Commission guidelines.
Builds good working relationships with WSSC Water customers (residential and commercial), the plumbing and development communities, and local government officials.
Oversees the update and implementation of policies and procedures for efficient customer billings and services.
Ensures prompt and accurate account billing information is provided in response to customer inquiries regarding payments, charges, and refunds.
Oversees the preparation of all correspondence to clients, customers, and third parties, and maintains correspondence files.
Prepares and administers the Division's budget.
Oversees the evaluation of claims filed against WSSC Water.
Oversees and evaluates the work of in-house or third-party claims adjusters for WSSC Water’s self-insurance program.