Customer Care Associate (Bilingual) - (25-CC-600012-016)

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 Care Associate (Bilingual) Job Code: PP0027 Supervises Directly: No     New or Revised: Revised Regular or At-Will: Regular Date Last Revised: 11/26/2024 Exempt or Non-Exempt: Non-Exempt Compensation Approval Signature:   Union/ Non-Union: Union Department Name and Division:  CC-Contact Center Salary Schedule:  District Service (DS) Cost Center Code:    600012 Grade: DS09 Essential Position: Yes Reports To: Supervisor, Call Center EEO Code: Paraprofessionals 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:

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.

 

Essential Duties & 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.

 

 

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers throughout the department and the Authority, other government agencies and private organizations, and with the general public.

 

Skills & Qualifications:

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each