Customer Advocate - (24-OMAC-103000-057)

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a "contract" between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day-exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

The Customer Advocate serves as an advocate for all customers (residential and commercial) by resolving complex customer service issues and complaints and building partnerships within the community to advance DC Water's mission of providing world-class water services. The role establishes and maintains positive-working relationships with all DC Water's customers and serves as the customer service point of contact for water and sewer projects, addressing inquiries, concerns, and feedback in a timely and effective manner.

• Serves as a dedicated advocate for all customers, representing their interests and addressing their needs, concerns, and complaints with empathy, professionalism, and urgency.
• Works closely with customers to resolve complex customer service issues and complaints in a professional manner and informs customers about water outages and other emergency work.
• Informs communities and stakeholders about DC Water's priorities including construction projects and customer service topics including billing, customer assistance, and environmental stewardship through project and community outreach activities.
• Interfaces with community and government officials, and other DC Water stakeholders regarding repair, maintenance, and construction activities associated with planned and emergency projects.
• Follows-up and responds to all customer inquiries and concerns within targeted timeframes during regular and after business hours ensuring customer satisfaction.
• Informs internal stakeholders including field staff and supervisors, project design and construction teams, etc. about planned work and key issues.
• Interfaces with external stakeholders including State Highway Administration, Prince George's and Montgomery County Departments of Public Works, Department of Environmental Services, etc. to ensure DC Water's compliance to state and county regulations.
• Evaluates customer service programs, procedures and trends, establishes, and monitors metrics and reports the results and outcomes of customer satisfaction and community outreach activities.
• Maintains accurate records, logs, and databases of customer interactions, inquiries, and complaints, ensuring confidentiality, privacy, and compliance with data protection regulations.
• Collects, documents, and analyzes customer feedback, suggestions, and complaints to identify trends, patterns, and areas for improvement in service delivery, processes, and policies.
• Demonstrates independent, professional judgment to identify and resolve customer service issues with DC Water's contractors including recommending and authorizing the completion of follow-up work in coordination with appropriate departments.
• Responds to emergency situations, service interruptions, and crisis events affecting customers, providing support, guidance, and assistance as needed to mitigate impacts and restore services.
• Collaborates with all levels including senior and executive management, communicates complex issues and suggests options for resolving concerns.
• Identifies and engages new businesses to promote DC Water's services and helps navigate processes and procedures.
• Drives a vehicle to conduct DC Water business, including Emergency Response Vehicles.
• May serve on committees and work teams.
• Assists with consumer education and customer involvement.
• Performs other duties and projects as assigned at the discretion of the Chief Communications & Stakeholders Engagement Officer and Executive Vice-President (EVP).

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers within the department and throughout DC Water, government agencies, Office of People's Council, privateorganizations, and the general public.

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications

Preferred Skills & Qualifications

*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life's most precious resource in the nation's capital.

• Take pride in your work. We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.

• Connect to a strong culture. Everything we do is grounded in our shared values-accountability, trust, teamwork, customer focus, safety, and wellbeing.

• Be your true self. We are an inclusive organization that embraces diversity, and we recognize and celebrate employees' individuality and unique contributions.

• Build your skills and career path. We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against "qualified individuals with disabilities".

If a reasonable accommodation is needed to participate in the job application or interview process, to

perform essential job functions, and/or to receive other benefits and privileges of employment, please

email complianceada@dcwater.com.