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Washington Suburban Sanitary Commission (WSSC) Account Specialist-Customer Service Billing in Laurel, Maryland

Functional TitleAccount Specialist-Customer Service Billing

Recruitment Category TypeStandard

Functional CategoryCustomer Service


FLSA StatusNon-Exempt

Requisition Number21-0020

Number of Vacancies1

Job LevelNon-Management

Job CodeN/A

Job Description Summary

Organization NameBilling & Revenue Protection

Reports toSupervisor, Account Services

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 am-4 pm

Position LocationLaurel

General Summary

The Account Specialist evaluates and approves or makes recommendations for approval of complex adjustments. Investigates and takes necessary actions to bill customer accounts accurately as well as reviews, analyzes and processes refund requests, and makes recommendations for payments. Handles a wide range of special duties such as: daily review of customer credit bills, scheduling necessary field activities, and communicating with Utility Service and Customer Service employees.

Essential Functions

  • Analyzes and approves billing adjustments and corrections up to specified dollar amounts

  • Schedules field inspections, investigations and additional field activities to resolve problems or discrepancies on accounts; ensures accounts are billed accurately

  • Initiates complex adjustments to customer accounts, evaluates and processes complex adjustments to resolve billing problems

  • Assigns and researches refund requests from Customer Service Advisors

  • Reviews CS216 Possible Illegal Report, CS241 Daily Exception Report (Quarterly), CS247 Open Field Service Report, CS255 Accounts Exceeding Normal Billing Cycle Report (Quarterly), and CS259 Outstanding Adjustments Over 30 days; takes action to bill accounts; follows up on scheduled field activities

  • Assists with initial meter order requests; validates plumber, property and permit data; and issues appropriate work orders

  • Resolves data discrepancies and coordinates/communicates results to internal and external customers

  • Performs technical and routine work on computers, programs, and applications such asCSIS,MMIS,PPISand Microsoft Office

  • Reviews credit bills and follows-up on scheduled field activities to ensure accuracy prior to distribution to customers

  • Reviews, analyzes and processes approximately 40 different adjustment types

  • Reviews and processes approximately 60 refund requests each week

  • Initiates and processes work orders to test or replace meters when needed

  • Serves as a liaison between Permits Services Unit, otherWSSCsections, and customers

Other Functions

  • Performs field service projects as assigned (i.e. Charitable Account Review, Bill Station Review, Maintenance Turn on/Turn Off Review, etc.)

  • Assists with training new employees and other staff

  • Assists field service associates with processing of activities

  • Creates training manuals and quick reference information sheets for adjustments

  • Assists Call Center during peak hours

  • Performs other related duties as assigned

Work Environment And Physical Demands

Work is primarily performed in office environment

Required Knowledge, Skills, And Abilities

  • Good knowledge of business arithmetic and English

  • Knowledge of software packages such as Microsoft Office Excel and Word

  • Thorough knowledge ofWSSCadjustment policy,WSSCCode and plumbing regulations pertaining to customer billing and account adjustments, and office procedures

  • Ability to perform moderately complex arithmetical computations with speed and accuracy

  • Ability to review and analyze detailed information

  • Ability to evaluate information and make sound decisions under time constraints

  • Ability to understand and follow complex verbal and written instructions

  • Ability to adapt to frequent changes in processing daily work

  • Highly productive and accurate

  • Possesses tactful and collaborative skills

Minimum Education, Experience Requirements

  • High School diploma or equivalent

  • 5 years of call center or billing experience

Additional Requirements

  • Must be able to work rotating shifts, primary workplace or remotely/telework, including weekends, holidays and mandatory overtime as part of a 24-hour 7-day operation

  • Completion of the Washington Suburban Sanitary Commission Financial Disclosure statement within 30 days of employment and annually thereafter


Salary$25.80 - $39.38 plus shift differential

EEO Statement


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 Date09/25/2020

Open Until FilledNo

Special Instructions to Applicants

Additional Information

Supplemental Questions

Required fields are indicated with an asterisk (*).

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

  • Yes

  • No

  • *Do you have 5 years of call center or billing experience?

  • Yes

  • No

  • *Employees must be able to work rotating shifts including weekends, holidays and mandated overtime as part of a 24 hour 7day operation. Will you be able to meet this requirement?

  • Yes

  • No

  • *Will you, now or in the future, require sponsorship for employment visa status?

  • Yes

  • No

  • Are you an honorably discharged veteran of the United States armed forces who was a bona fide resident of the state of Maryland when you entered the U.S. military?

  • Yes

  • No

Applicant Documents

Required Documents

  • Resume

Optional Documents