Customer Care Associate - Dispatching - (26-CC-600012-055)

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.

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.

The Customer Care Associate (dispatching) responds to inquiries received via the 24-hour Emergency Command Center.  Applies analytical and evaluative methods and techniques to provide sufficient information to resolve substantive issues and problems. Compiles, reconciles, and correlates data from a variety of sources.  Coordinates field crew activities for Customer Services, Water Services, and Sewer Services in response to calls received from the general public.

The role interacts with customers to discuss billing issues, establish payment terms, arrange for water audits, and coordinate field crew activities related to emergencies, inquiries, concerns, and other problems pertaining to water, sewer, and meter-related issues.

• Discusses the bill with the customer, reviews payment applications, makes adjustments to bills, and establishes payment terms to avoid the disconnection of services.

• Provides advisory services in relation to payment issues.  Reviews the customer’s total situation in establishing payment plans, accepting requests for investigations, and accepting payment for service restoration.

• Prepares adjustments on accounts and submits for approval.

• Exhibits positive action in representing the Authority in making a final determination on the customer’s inquiry or problem.

• May represent the Authority at court proceedings (and/or administrative hearings) with DC Water‘s legal representative both with external and internal attorneys providing require