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WSSC Water

16 Wssc Water Customer Service Representative Jobs Hiring Near You

WSSC Water

Manager, Customer Experience

Laurel, MD · On-site

Lead initiatives to improve billing clarity, service transparency, and ease of doing business with WSSC Water * Builds excellent working relationships with all WSSC water customers, including ...

WSSC Water

Water Quality Specialist

Laurel, MD · On-site

... customer service * Ability to gain knowledge of Material Safety Data Sheets, Safety Manual, and all WSSC Water emergency procedures * Ability to maintain detailed and accurate records * Ability to ...

WSSC Water

Billing Associate

Laurel, MD · On-site

$31.98 - $54.37/hr

... WSSC Water General Counsel's Office, customer service, utility services and IT in the processing of ... This position is in the collective bargaining unit represented by The International Brotherhood of ...

WSSC Water

Engineering Assistant III

Laurel, MD

$56K - $96K/yr

... Services Grade GS.10 FLSA Status Non-Exempt Requisition Number 27-0014 Number of Vacancies 1 Job ... Salary $56,682 - $96,514 Posting Detail Information EEO Statement WSSC Water is an Equal ...

WSSC Water

Collection Technician I

Laurel, MD

$35K - $49K/yr

Makes customer contact, including required follow-up when blockage events occur * Makes minor ... Understands the basics of WSSC Water record keeping paperwork Other Functions * Assists in the set ...

WSSC Water

Facility Technician - Maintenance

Laurel, MD · On-site

$31.52 - $62.35/hr

Drives a vehicle to conduct WSSC Water business Level II: * Observes safety regulations; wears ... water distribution system as needed * Establishes and maintains a positive customer service ...

WSSC Water

Data Architect

Laurel, MD

$63.25 - $81.25/hr

Partner with stakeholders across WSSC Water, including operations, engineering, regulatory compliance, and customer service, to align data architecture with business goals * Provide technical ...

WSSC Water

Sr. Laboratory QA/QC Auditor

Laurel, MD · On-site

Drives a vehicle to conduct WSSC Water business Other Functions * Maintains inventory and record of ... Monitors and schedules calibration services when required for various auxiliary equipment such as ...

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Infographic showing various Customer Service Representative job openings at Wssc Water in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Physical job distribution.

Manager, Customer Experience

WSSC Water

Laurel, MD • On-site

Full-time

Posted 24 days ago

Job description

Position Information
Functional Title Manager, Customer Experience Recruitment Category Type Standard Functional Category Customer Service Grade GS.16 FLSA Status Exempt Requisition Number 27-0013 Number of Vacancies 1 Job Level Section Manager Job Code N/A Job Description Summary Organization Name Performance & Productivity Reports to Deputy Director, Customer Service Full or Part Time Full Time If Part Time how many hours per week Regular or Temporary Regular Position End Date (if temporary) Work Schedule
Monday to Friday 9:00 a.m. to 6:00 p.m. Additional hours as required.
Position Location Laurel
Position Summary Information
General Summary
The Manager, Customer Experience leads WSSC Water's customer-experience strategy and ensures that all customer-facing processes, systems, and communications deliver consistent, predictable, and positive outcomes. This role partners with product management and IT to align system functionality with customer needs and collaborates with the communications office to ensure digital and written content is accurate, usable, and consistent across channels. This position plays a key role in supporting the Commission by being responsive to customers, generating revenue, influencing WSSC Water's reputation, and advancing our Smart One Water Mission.
Essential Functions
  • Develop and maintain customer journey maps and service blueprints to ensure consistent experiences across all channels
  • Develop customer-listening programs (VOC, surveys, analytics, complaint trends) to identify experience gaps and improvement opportunities proactively
  • Oversee end-to-end CX metrics, including effort scores, journey performance, and satisfaction by interaction type
  • Partner with product management and IT to ensure customer-facing systems (web, C2M, CRM, IVR, self-service tools) support intuitive, efficient customer pathways
  • Collaborate with communications to ensure web, knowledge base, and customer communications content is accurate and aligned with process realities
  • Lead cross-functional governance to ensure process, policy system, and communication updates stay aligned and synchronized
  • Design and implement a customer experience roadmap aligned with WSSC Water goals, regulatory requirements, and community goals
  • Lead initiatives to improve billing clarity, service transparency, and ease of doing business with WSSC Water
  • Builds excellent working relationships with all WSSC water customers, including residential and commercial customers, as well as the plumbing and development communities and local government officials
  • Evaluates the customer service department's business processes, identifies improvement areas, analyzes root causes of business issues, and develops corrective action recommendations
  • Develop and maintain policies for customer inquiries, complaints, service requests, and communications
  • Analyze customer data, trends, and feedback to identify root causes and improvement opportunities
  • Monitor workforce scheduling functions to ensure service levels, response times, and quality standards are consistently met;
  • Monitor customer satisfaction metrics and drive improvements across the customer journey
  • Develop dashboards and reports for customer service leadership, including KPIs, call volumes, complaint trends, and service performance
  • Supervises customer experience staff, including selecting, or recommending selection, training, assigning, and evaluating work, counseling, disciplining, and/or termination or recommending termination
  • Monitor all customer service department systems and customer-facing applications and ensure that they operate efficiently and are accessible

Other Functions
  • Manage audits, updates, and maintenance of IOPs, SOPs, workflow, and business design documents to ensure they accurately reflect current business processes and procedures
  • Prepare documentation, slides, and reports for audits, commission meetings, and community outreach events
  • Foster a culture of empathy, accountability, and continuous learning
  • Assist with the development and facilitation of training
  • Provide coaching and performance management to ensure high-quality service delivery
  • Performs other related duties as assigned
Work Environment And Physical Demands
Business casual work environment.
Required Knowledge, Skills, And Abilities
  • Demonstrated experience in mapping and improving end-to-end customer processes
  • Experience partnering with IT/Product teams on system requirements, user experience, or technology-enabled service design
  • Strong knowledge of CX methodologies, customer-insight tools, and performance measurement
  • Ability to analyze qualitative and quantitative customer data to identify trends and opportunities
  • Ability to gain extensive knowledge of WSSC Water operations and regulations, standard procedures, and policies
  • Ability to gain strong knowledge of billing systems and application software, especially C2M, complaint management system, call center applications, and others
  • Ability to gain extensive knowledge of the operations, programs, and objectives of the customer service team
  • Ability to provide leadership and direction to assigned staff
  • Ability to plan, manage, and coordinate the activities of a complex, diversified customer relations organization
  • Excellent communication, facilitation, and cross-functional leadership skills
  • Strong analytical, quantitative, and problem-solving skills
Minimum Education, Experience Requirements
  • Bachelor's degree in Business, Public Administration, Design, Communications, or related field;
  • 5+ years of experience leading customer-experience, service-design, process-improvement, or customer-journey initiatives;

OR
  • High School Diploma;
  • 8+ years of experience leading customer-experience, service-design, process-improvement, or customer-journey initiatives.
Additional Requirements
Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter.
Preferences
  • Experience in a regulated utility, regulated industries, or service organizations with complex technical processes
  • Certifications such as CXPA, Service Design, or Product Management
  • Experience with utility billing systems, CRMs, self-service platforms, and call center technologies
  • Training or certification in customer experience, project management, or process improvement
  • Bilingual or multilingual abilities
Salary $111,298 - $189,507
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 Date 08/17/2026 Open Until Filled No 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 8/17/26.

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