Key Account Relationship Manager

Laurel, MD, United States

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