Sr. Manager, Customer Care (Call Center)

Position Information

Functional TitleSr. Manager, Customer Care (Call Center)

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeGS.18

FLSA StatusExempt

Requisition Number26-0248

Number of Vacancies1

Job LevelDivision Manager

Job CodeN/A

Job Description Summary

Organization NameCustomer Care

Reports toDirector, Customer Service

Full or Part TimeFull Time

If Part Time how many hours per week

Regular or TemporaryRegular

Position End Date (if temporary)

Work Schedule

Hours as scheduled. Call Center Operates Monday-Friday 8am-6pm. Additional hours as required.

Position LocationLaurel

Position Summary Information

General Summary

TheSr.Manager, Customer Caredirects and manages customer-oriented services and outreach activities for the Commission, and provides oversight of WSSC Water’s customer call center

Essential Functions

• Supervises Customer Care Division staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

• Directs and manages all operations that are related to the process of developing customer bills and responding to customer billing and maintenance inquiries

• Evaluates and resolves the more complex customer complaints/problems

• Identifies, recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines

• Builds good working relationship with all WSSC Water customers including residential and commercial customers as well as the plumbing and development communities and local government officials

• Oversees the update and implementation of policies and procedures to ensure efficient customer billings and other services

• Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers’ inquiries concerning the status of payment, charges and refunds

• Oversee the preparation of all correspondence to clients, customers, and third parties in response to complaints, research requests, data inquiries and the like and maintains correspondence files and controls

• Prepares and administers the budget of the Division

• Oversees evaluation of claims filed against WSSC Water

• Oversees and evaluates the work of in-house or third-party claims adjusters who administer WSSC Water’s self-insurance program

Other Functions

Performs other related duties, as required

Work Environment And Physical Demands

Work is performed in business casual office setting

Required Knowledge, Skills, And Abilities

• Comprehensive knowledge of the customer service databases and IS tools; comprehensive knowledge of the principles, techniques and methods of management

• Good knowledge of water/sewer billing system, and customer relations on several levels (routine and emergency)

• Ability to plan, direct and coordinate the activities of a complex diversified customer care organization

• Expert operational knowledge of call center telecommunications, workforce management, and quality management technology, including interactive voice response system and call management system

• Good interpersonal communication skills

• Ability to handle General Manager, Commissioner and Inspector General level escalations

• Ability to communicate effectively both verbally and in writing

Minimum Education, Experience Requirements

• Bachelor’s degree

• 8+ years experience in contact center operationsand related departments that includes:

• 5+ years’ experience in billing and collections

• 3+ years’ experience managing a large customer service team

• 2+ years’ experience preparing and presenting verbal and written report

Additional Requirements

Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter

Preferences

• Advanced business degree ( MBA )

• Experience working in a water/wastewater environment

Salary$139,786 - $238,014

Posting Detail Information

EEO Statement

WSSC Water is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, marital status or any other characteristic protected by federal, state, or local law. We make employment decisions based on merit, qualifications, and business needs.

Reasonable Accommodations: WSSC Water provides reasonable accommodations to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, practices, or observances, in accordance with applicable law. Applicants who require assistance or an accommodation during the application or hiring process should contact us at View email address on click.appcast.io

Close Date07/14/2026

Open Until FilledNo

Special Instructions to Applicants

Additional Information

All applicants selected will be subject to drug screening and a background check/verification.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Do you have a Bachelor’s degree?

• Yes

• No

• • Will you, now or in the future, require sponsorship for employment visa status?

• Yes

• No

• Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?

• Yes

• No

Applicant Documents

Required Documents

• Resume

Optional Documents