Overnight Inbound Call Center Jobs in Silver Spring, MD

Position Information

Functional TitleSr. Customer Service Advisor (Call Center)

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeUO.08

FLSA StatusNon-Exempt

Requisition Number27-0008

Number of Vacancies1

Job LevelNon-Management

Job CodeN/A

Job Description Summary

Organization NameCustomer Care

Reports toSupervisor, 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

Schedule as assigned by business need, with additional hours as needed. Call Center operates Monday to Friday 8:00am to 6:00pm.

Position LocationLaurel

Position Summary Information

General Summary

This position is for current WSSC Water employee’s only.

TheSr. Customer Service Advisor( CSA ) is responsible for responding to customer inquiries regarding water and sewer accounts, addressing basic to moderately complex transactions. The Sr. CSA plays a key role in supporting the Commission by being responsive to customers, generating revenue, and positively influencing WSSC Water’s reputation.

Essential Functions

• Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely, accurate, and complete manner

• Reviews and analyzes all small and large metered accounts for possible billing discrepancies, accuracy, completeness, and overall quality assurance

• Modifies billing and account history which impacts Commission revenue

• Analyzes and processes complex customer account transactions such as billing customer accounts for water and sewer usage to generate revenue

• Determines if extensions are appropriate, authorizes payment arrangements, or initiates collections

• Processes moderate to complex field activities and adjustments

• Reviews Dispute Resolving Board ( DRB ) requests, and initiates refund requests

• Verifies addresses against Maryland National Capital Park & Planning records, removes penalties and fees, and verifies account ownership and bill payments

• Performs quality monitoring to determine quality and accuracy of service offered to customers

• Cultivates effective customer relationships that foster customer satisfaction

• Resolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other units as needed

• Provides leadership in assisting with the training, coaching and mentoring of customer care professionals I and staff augmentation contact center

• Develops workforce management schedules including one-stop shop schedule

• Assists with 3rd party staff augmentation contact center partner

• Analyzes and investigates changes in water usage including increases and decreases in consumption

• Plans and schedules service work for field representatives in coordination with utility services team

• Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, meter reading, etc.)

• Accesses and utilizes multiple on-site databases to research, open, and close accounts and activities

• Provides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changes

• Provides technical support to customers for online bill pay options, e-bill enrollment, and iCare password resets

Other Functions

• Participates in refund hearings as appropriate

• Supports one stop shop on escalated matters

• Handles maintenance inquiries

• Supports the information technology team in the implementation and upgrade of all customer relations technologyt

• Facilitates a good working relationship between Customer Service and other teams across WSSC Water

• Works on special projects as assigned

• Performs other related duties as assigned

Work Environment And Physical Demands

Ability to sit and wear a headset for long periods of time

Required Knowledge, Skills, And Abilities

• Requires excellent verbal and written communication skills

• Good computer knowledge and skills, including the ability to work with multiple customer and maintenance information systems and databases

• Knowledgeable of WSSC Water business operations

• Strong listening, interpersonal, communication, analysis and critical thinking skills

• Demonstrates the ability to work well under pressure and multi-task

• Ability to perform basic mathematical calculations

• Ability to analyze, problem solve, and make independent decisions

• Ability to work with minimal supervision

• Ability to work in a high-volume, fast-paced environment with internal and external customers

Minimum Education, Experience Requirements

• High School diploma or General Education Development ( GED ) certificate

• 4+ years of contact center experience

• 2+ years inbound call experience

• Experience working with internal and external customers in a positive and professional manner to respond to inquiries and resolve complaints

• Experience working in a results-oriented, metric-driven work environment

Additional Requirements

• Successfully complete a training program that includes structured full-day classroom and on-line instruction. Failure to successfully complete this program will result in demotion or releas

• Employees must be able to work rotating shifts, primary workplace or remotely/telework, including weekends, holidays and mandated overtime as part of a 24×7×365 operation

• Availability to work rotating shift work schedules

• Employees in this position are designated or considered emergency personnel; therefore, the employee must report to work as scheduled or as directed by their supervisor when WSSC Water declares an event that requires emergency personnel to report to

Preferences

• Associate’s Degree

• Ability to speak and translate Spanish or French

• Experience in de-escalation techniques

• Experience developing and updating internal procedures

• Experience within the water and wastewater industry or a similar utility

Salary$31.98 - $54.37

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 atada@wsscwater.com

Close Date08/12/2026

Open Until FilledNo

Special Instructions to Applicants

T HIS POSITION IS FOR WSSC WATER EMPLOYEE’S ONLY .

Additional Information

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

Eligible applicants be will reviewed after 8/13/26.

This position is in the collective bargaining unit represented by The International Brotherhood of the Teamster.

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

Applicant Documents

Required Documents

• Resume

Optional Documents