Sr. Manager, Customer Care (Call Center)

The role directs and manages customer-oriented services and outreach activities for the Commission and oversees WSSC Water’s customer call center.

Essential Functions

• Supervises Customer Care Division staff, including selection, training, assignment, evaluation, counseling, disciplinary actions, and termination decisions.


• Directs all operations related to customer bill development and responses to billing and maintenance inquiries.


• Evaluates and resolves complex customer complaints and issues.


• Identifies, recommends, and administers policies that ensure Division efficiency and productivity while meeting Commission guidelines.


• Builds and maintains working relationships with residential, commercial, plumbing, development communities, and local government officials.


• Updates and implements policies to ensure efficien...