Customer Advocate - (26-OMAC-103000-057)

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a “contract” between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

General

Job Title:

Customer Advocate

Job Code:

OA0453

Supervises Directly:

No

New or Revised:

Revised

Regular or At-Will:

At-Will

Date:

01/08/26

Exempt or Non-Exempt:

Exempt

Compensation Approval Signature:

Union/ Non-Union:

Non-Union

Department 

Division

Marketing and Communications-Central Administration.  

Administration 

Salary Schedule: 

Executive Grade

Cost Center Code:   

103000

Grade:

ESSA

Essential Position:

Yes

Reports To:

Director, Community Affairs

EEO Code:

Officials and Administrators 

Work Format

Hybrid

Who We Are & What We Do:

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day—exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

Role Description:

The Customer Advocate serves as an advocate for all customers (residential and commercial) by resolving complex customer service issues and complaints and building partnerships within the community to advance DC Water’s mission of providing world-class water services. This role establishes and maintains positive working relationships with all DC Water’s customers and serves as the customer service point of contact for water and sewer projects, addressing inquiries, concerns, and feedback in a timely and effective manner.

Essential Duties & Responsibilities:

• Serves as a dedicated advocate for all customers, representing their interests and addressing their needs, concerns, and complaints with empathy, professionalism, and urgency.

• Works closely with customers to resolve complex customer service issues and complaints in a professional manner and informs customers about water outages and other emergency work.

• Informs communities and stakeholders about DC Water’s priorities including construction projects and customer service topics including billing, customer assistance, and environmental stewardship through project and community outreach activities.

• Interfaces with community and government officials, and other DC Water stakeholders regarding repair, maintenance, and construction activities associated with planned and emergency projects.

• Follows-up and responds to all customer inquiries and concerns within targeted timeframes during regular and after business hours ensuring customer satisfaction. 

• Informs internal stakeholders, including field staff and supervisors, project design, and construction teams, etc. about planned work and key issues.

• Interfaces with external stakeholders including State Highway Administration, Prince George’s and Montgomery County Departments of Public Works, Department of Environmental Services, etc. to ensure DC Water’s compliance with state and county regulations.

• Evaluates customer service programs, procedures and trends, establishes, and monitors metrics and reports the results and outcomes of customer satisfaction and community outreach activities.

• Maintains accurate records, logs, and databases of customer interactions, inquiries, and complaints, ensuring confidentiality, privacy, and compliance with data protection regulations.

• Collects, documents, and analyze