Customer Care Associate - Dispatching - (26-CC-600012-075)

Overview At DC Water, we provide essential water, wastewater, and stormwater services to the District of Columbia and surrounding regions, and we aspire to deliver superior service with safety, environmental stewardship, and efficiency. Role Description The Customer Care Associate (dispatching) responds to inquiries received via the 24-hour Emergency Command Center. Applies analytical and evaluative methods to provide information to resolve issues, compiles and reconciles data from multiple sources, and coordinates field crew activities in response to calls from the general public across Customer Services, Water Services, and Sewer Services. Responsibilities Interact with customers to discuss billing issues, establish payment terms, arrange water audits, and coordinate field crew activities for emergencies and other inquiries related to water, sewer, and metering issues. Discuss bills, review payment applications, make adjustments to bills, and establish payment terms to prevent service disconnections. Provide advisory services related to payment issues; review the customer’s situation to establish payment plans and process investigations and payments for service restoration. Prepare account adjustments and submit for approval. Represent the Authority in final determinations of customer inquiries or problems; may represent the Authority at court Proceedings or administrative hearings with documentation to support water and sewer charges. Coordinate field crew activities related to emergencies, inquiries, and other problems; determine responsibility for repairs and dispatch to the appropriate department or personnel; maintain location of field crews and communicate status updates; generate and route service orders as needed. Assist crews with water shutoffs and inform field crews of inconsistencies and probable field conditions. Provide remote assistance to field personnel by reviewing GIS, ECIS, engineering drawings, and electronic maps. Contact other agencies to request assistance or inform them of conditions reported by field crews. Prepare various reports; maintain records of out-of-service hydrants, leaks, broken mains, and defective valves; research job status to generate reports and respond to inquiries. Compose clear correspondence reflecting the Authority’s position on complex issues. Work rotating shifts and be on call as scheduled by the Authority. Perform other related duties as assigned by the Supervisor, Emergency Command Center. Supervisory Responsibilities None Key Working Relationships Interacts with co-workers within the department and the Authority, other government agencies and private organizations, and the general public. Required Skills & Qualifications Three (3) years of progressive experience in providing customer service (preferably in an emergency dispatch call center environment). High School diploma or GED. Knowledge of plumbing terminology; excellent oral and written communication skills; ability to handle complex problems independently; substantive knowledge of analytical and evaluative methods; thorough knowledge of dispatching functions and ability to transmit facts calmly over radio, telephone, and mobile systems. Adaptability to a fast-paced environment; strong computer skills with familiarity with GIS, information websites, word processing, spreadsheets, e-mail, and agency systems. Knowledge of automatic meter reading, inspections, water cut-off/turn-on policies, lead service replacement policies, obstructed sewer lateral procedures, and public space regulations. Languages: English Physical requirements: General office conditions Preferred Skills & Qualifications Experience handling high volume inbound/outbound calls in emergency or critical response settings. Experience in a 911 center, utility emergency command center, or similar high-paced dispatch environment. Required Licenses & Certifications N/A Notes Interpretation and application of this job description are governed by applicable laws; reasonable accommodations may be provided to enable performance of essential responsibilities. EEO Statement We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. The Americans with Disabilities Act prohibits discrimination against “qualified individuals with disabilities.” If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email View email address on click.appcast.io. #J-18808-Ljbffr DC Water