Position Information Functional TitleCustomer Service Process Specialist Recruitment Category TypeStandard Functional CategoryCustomer Service GradeGS.14 FLSA StatusExempt Requisition Number25-0283 Number of Vacancies1 Job LevelNon-Management Job CodeN/A Job Description Summary Organization NamePerformance & Productivity Reports toSection Manager, Billing & Revenue Protection Full or Part TimeFull Time If Part Time how many hours per week Regular or TemporaryRegular Position End Date (if temporary) Work Schedule Monday – Friday 8:00 a.m. – 5:00 p.m. Additional hours as needed. Position LocationLaurel Position Summary Information General Summary TheCustomer Service Process Specialistcollaborates with subject matter experts (SMEs) and department leadership to document and refine processes to improve operational efficiency and compliance within the customer service department ( CSD ). Essential Functions + Evaluates the customer service department’s ( CSD ) business processes, gathers information, identifies improvement areas, analyzes root causes of business issues, anticipates requirements, and develops corrective action recommendations + Engages with customer service leadership, project managers, training specialists, SMEs, and end-users to garner accurate information; ensures documentation accurately reflects processes and procedures + Implements, updates and maintains business processes and procedures + Creates clear, comprehensive, and user-friendly documentation/media, including standard operating procedures (SOPs), internal operating procedures (IOPs), user manuals and operational guides (e.g., user guides, quick reference guides), training materials, brochures, presentations), and instructional videos + Determines the most precise and logical way to present information and/or instructions for greatest reader comprehension; writes and edits technical documentation accordingly + Leverages industry best practices in technical writing and uses documentation and video production tools to produce high-quality, professional documentation/media tailored to the department’s needs + Updates, edits, and improves existing documents based on current WSSC Water policy and procedure writing standards, quality, and style guidelines + Leads ongoing cross-functional business process reviews and develops optimization strategies + Organizes, publishes, and maintains documents in SharePoint (or a similar management system) in such a way that information is easily accessible + Supports periodic audits of processes to ensure adherence to internal policies and regulatory requirements + Proofreads prepared documents to ensure adherence to grammatical and formatting standards + Participates in end-to-end User Acceptance Testing + Assures data quality and integrity for customer service-related processes and systems + Analyzes and processes customer service requests, including field activities, new meter orders, and demolitions Other Functions + Prepares analytical and statistical reports related to process improvement and documentation effectiveness + Prepares and presents verbal and written reports to management, as needed + Develops and maintains strong working relationships across the department to foster collaboration and process standardization + Ensures consistency and integrity in workflows + Leads ad hoc projects + Manages records retention for compliance and reduction of paper records + Assists with the development and facilitation of training + Performs related duties as assigned Work Environment And Physical Demands Work is performed in a business casual office environment. Required Knowledge, Skills, And Abilities + Advanced proficiency level in technical writing, process documentation, and workflow analysis + Proficient in documentation tools and version control + Capable of clear and concise writing tailored to various audiences, with strong editing and familiarity with style guides + Ability to translate complex technical processes into clear, concise, and user-friendly documentation + Strong analytical skills to evaluate and improve operational processes + Ability to collaborate effectively with cross-functional teams + Demonstrated understanding of software and project development + Experience with process mapping tools Minimum Education, Experience Requirements + Bachelor’s degree in English, Communication, Business Management, or a related discipline + 4+ years’ experience in process improvement, business analysis, technical writing, or a related role OR + High school diploma or equivalent + 8+ years’ experience in process improvement, business analysis, technical writing, or a related role Additional Requirements + Advanced proficiency level in Microsoft Word, Excel, Project, SharePoint, and PowerPoint + Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter Preferences + AP style guide experience + SOW and RFP development experience + Experience with training and facilitation + Experience working in a utility, government, or regulated environment + Knowledge of customer service policies, procedures, and best practices Salary$82,732 - $140,868 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 Date07/21/2025 Open Until FilledNo Special Instructions to Applicants Additional Information All applicants selected will be subject to drug screening and a background check/verification. Eligible applicants will be released for consideration after 6/21/25. Supplemental Questions Required fields are indicated with an asterisk (*). + * Do you have a High School diploma or equivalent? + Yes + No + * Will you, now or in the future, require sponsorship for employment visa status? + 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 Applicant Documents Required Documents + Resume Optional Documents + Cover Letter/Letter of Application + Other Document