Jobs for People with MS: National MS Society

Position Information

Functional TitleKey Account Relationship Manager

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeGS.12

FLSA StatusExempt

Requisition Number24-0319

Number of Vacancies2

Job LevelNon-Management

Job CodeN/A

Job Description Summary

Organization NamePerformance & Productivity

Reports toDeputy Director, 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

M-F, 8:00-4:30, with additional or alternate hours based upon business needs

Position LocationLaurel

Position Summary Information

General Summary

• This position is for WSSC Water Employee’s Only**

This position serves as aKey Account Relationship Managerfor WSSC Water’s largest accounts. The incumbent will proactively manage and establish relationships with internal and external business customers by resolving simple to complex customer service issues and complaints, and building partnerships to advance our world-class mission.

Essential Functions

• Develops and maintains excellent working relationships with WSSC Water’s largest accounts while providing the highest level of customer service

• Builds strong relationships and strategic partnerships to provide direct customer support and liaison services with various teams throughout the Commission

• Follows up and responds to all customer inquiries and complex concerns within targeted timeframes during regular and after business hours and at customer property, as needed, ensuring WSSC Water has done everything it can to satisfy the customer

• Works with the customer advocates to prepare key account customers for water outages and other emergency work

• Works across all levels of the Commission including senior and executive management to articulate complex issues and present options for resolving concerns

• Informs and educates key accounts about WSSC Water priorities, initiatives, and customer service topics including billing, conservation, water efficiency, environmental stewardship, sustainability, and water quality

• Prepares information, and queries data and resources for use in PowerPoint, Word, Excel, or video presentations

• Coordinates utility services and problem resolution between the key accounts and WSSC Water (e.g., rates, billing, maintenance, engineering, construction and operations)

• Issues notices of violation and civil citations per WSSC Water Regulations and WSSC Plumbing and Fuel Gas Code

• Attends court proceedings as required

• Conducts research and analysis, including detailed quantitative and financial analysis, on behalf of customers

• Assists with billing and revenue protection processes when needed

• Maintains up-to-date knowledge of WSSC Water regulations and standard operating procedures that govern key accounts

• Evaluates customer service programs, procedures and trends, and makes recommendations for improvements in customer service

• Prepares metrics and maintains results and outcomes of customer satisfaction

• Demonstrates independent, professional judgment to identify and resolve customer service issues with key accounts and completes follow-up work in coordination with appropriate departments

• Drives a vehicle to conduct WSSC Water business

Other Functions

• May serve on committees and work teams

• Works closely with Commission departments

• Assists with consumer education and customer involvement

• Performs related duties as assigned

Work Environment And Physical Demands

Work is performed in a business casual office environment

Required Knowledge, Skills, And Abilities

• Knowledge of the state, county and municipal government structure and personnel in Prince George’s and Montgomery counties

• Familiarity with the neighborhoods and geography of WSSC Water service areas

• Very organized, self-disciplined, and dependable

• Critical thinking skills

• Excellent verbal and written communication and public speaking skills, with the ability to communicate and relate across diverse audiences

• Intermediate level proficiency in Microsoft Office

• Proven ability to use computer software and applications, including Microsoft Office, MMIS , and EGIS , to share, retrieve, research and present business information

• Ability to design spreadsheets, import data, and perform quantitative and financial analysis using formulas and pivot tables

• Demonstrated ability to analyze and interpret data to identify relevant issues and to solve business problems

• Familiarity with business analysis and project management terminology, methodology, roles and practices

• Ability to build solid effective working relationships across all levels and demographics

• Ability to comprehend and simplify technical information

• Ability to manage escalated matters and bring issues to resolution

• Must have the ability to travel, often within the community

• Must be able to develop and maintain exemplary customer relationships

• Must be able to collaborate and work effectively with teams with the ability to mediate and resolve conflicts between external and internal parties

Minimum Education, Experience Requirements

• Bachelor’s degree in communications, business, public relations, marketing, sales, or related discipline

• 5+ years of iexperience in providing customer service to internal and external customers, utility billing, research and communications, community outreach, marketing, or related field

OR

• Associate’s degree in communications, business, public relations, marketing, sales, or related discipline

• 7+ years of experience in providing customer service to internal and external customers, utility billing, research and communications, community outreach, marketing, or related field

OR

• High school diploma or equivalent

• 9+ years of experience in providing customer service to internal and external customers, utility billing, research and communications, community outreach, marketing, or related field

Additional Requirements

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

• Possession of a valid driver’s license with no more than 4 points and the ability to obtain and maintain a WSSC Water driver’s permit within 90 days of hire or transfer

• Evenings and weekend hours may be required

Preferences

• Billing and revenue protection experience

• Knowledge of permitting and regulatory functions

• Fluent in speaking and writing Spanish

• Utility industry management experience

Salary$78,467 - $133,393

Posting Detail Information

EEO Statement

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

Close Date07/19/2024

Open Until FilledNo

Special Instructions to Applicants

Additional Information

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

Eligible candidates will be reviewed for consideration after 7/22/24.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Are you a current WSSC employee?

• 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

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

• Yes

• No

Applicant Documents

Required Documents

• Resume

Optional Documents