Jobs for People with MS: National MS Society

Position Information

Functional TitleResearch & Communications Specialist

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeUO.09

FLSA StatusNon-Exempt

Requisition Number25-0051

Number of Vacancies1

Job LevelNon-Management

Job CodeN/A

Job Description Summary

Organization NameCustomer Care

Reports toSection Manager, Research & Investigations

Full or Part TimeFull Time

If Part Time how many hours per week

Regular or TemporaryRegular

Position End Date (if temporary)

Work Schedule

Mon-Fri, 8:00am-4:30pm, additional hours as needed

Position LocationLaurel

Position Summary Information

General Summary

TheResearch & Communications Specialistis the primary voice of WSSC Water customer service and is responsible for investigating, researching and resolving complex customer issues and responding clearly and completely in writing.

Essential Functions

• Delivers excellent customer service by responding to escalated issues and questions about customer accounts and services in a prompt, accurate, and effective manner

• Investigates and resolves a variety of complex customer complaints and responds in writing

• Investigates and resolves complex customer service and billing inquiries requiring special attention in consultation with other units

• Drafts general correspondence for the customer service division ( CSD ) including verification letters and adjustment explanations

• Performs detailed analysis and research of customer accounts and determines and recommends solutions

• Monitors WSSC Water Issuetrackr, resolves assigned issues and communicates results to customers

• Analyzes accounts and works with account specialists to determine final action to be taken regarding adjustment/rebilling and communicates results to customers

• Responds to customer inquiries in a timely and effective manner resulting in high customer satisfaction that enhances the reputation of WSSC Water

• Participates in DRB and Refund Hearings as appropriate

Other Functions

• Assists with audits of internal processes and systems to ensure compliance with WSSC Water policies and standard procedures and regulations

• Supports the Information Technology Team in the implementation of and upgrade of all Customer Service technology, including CC&B, CRM , eIVR and WFM

• Compiles and prepares various unit reports as requested

• Completes special projects as assigned

• Provides reports and feedback as necessary to improve the unit objectives and facilitate changes in unit procedures and guidelines

• Performs other related duties as assigned

Work Environment And Physical Demands

Work is performed in a standard office environment.

Required Knowledge, Skills, And Abilities

• Excellent verbal and written communication skills

• Excellent listening and interpersonal skills

• Excellent analytical and critical thinking skills

• Excellent time management skills

• Strong attention to detail

• Ability to gain strong knowledge of WSSC Water operations and various regulations, standard procedures and policies

• Ability to maintain confidentiality

• Ability to write at an advanced level and clearly communicate complex matters

• Ability to investigate, research and resolve complex customer inquiries

• Ability to implement problem solving techniques

• Ability to deal tactfully and courteously with the public

• Ability to gain excellent knowledge of the operations, programs, and objectives of the Customer Service Department

• Thorough knowledge of Microsoft applications such as Word, Excel, PowerPoint, and Outlook

Minimum Education, Experience Requirements

• Bachelor’s degree with concentration in english, journalism, public relations or related field

• 2+ years customer service or account billing experience

• 1+ year business writing experience

OR

• High School diploma or equivalent

• 6+ years customer service or account billing experience

• 1+ year business writing experience

Additional Requirements

Peforms other duties as required.

Preferences

• Experience making complex account adjustments

• Fluent in Spanish

Salary$28.34 - $48.18

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 Date09/20/2024

Open Until FilledNo

Special Instructions to Applicants

Additional Information

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

This position is a Union position represented by International Brotherhood of Teamsters.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Do you have a High School diploma or equivalent?

• 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