Customer Service and Community Relations

Meet the people who oversee our pledge to provide customers with world-class customer service.

Customer Service and Community Relations provides residential and commercial customers with account services - including a variety of payment options - and customer assistance solutions to help pay their water & sewer bill. We help customers understand the rates for their water and sewer services, help them start or stop service, and teach about topics ranging from water consumption to finding household water leaks. We also dispatch technicians for water and sewer emergencies.

Meet Our Customer Service and Community Relations Director

The divisions that make up the Customer Service and Community Relations is:

Billing and Revenue Protection Division

This division manages billing and collections operations, billing adjustments and corrections, and revenue analysis and management. The Division partners with Utility Services to handle account collections and turn-offs and supports timely and effective meter-reading.

Customer Care Division

We serve as the voice of the utility for customer-oriented services and answer general and complex customer assistance and billing questions. Customer Care is comprised of the Customer Service Center and the Correspondence and Investigations Section.

Customer Engagement & Advocacy Division

This division serves as an advocate for all customers in resolving complex customer service issues and promoting effective customer relationships. This Division includes customer advocates who work on behalf of the Customer Service and Utility Services Departments to resolve utility complaints, inform communities and stakeholders about WSSC Water priorities and projects, and promote customer assistance programs and initiatives.

Center of Excellence Division

The Center of Excellence Division provides innovation delivery and centralized strategies and resources for the Customer Service department, including workforce scheduling, forecasting and resource allocation; quality assurance, training, and coaching; employee engagement and performance-based management, and business process and customer service technology strategies.