Minimum Qualifications

Education and Experience

• High School Diploma or GED
• Minimum 1-year related customer service experience
• Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge, and abilities for the position

Licenses, Registrations, and Certifications:

• None

Preferred Experience includes but is not limited to:

• One year of demonstrated customer service experience working in a call center environment or interacting with customers in person
• Assisting customers through multiple contact channels including phone, email, chat, and SMS
• Ability to work in multiple systems simultaneously
• Strong verbal and written communication skills
• Bilingual Spanish and English

Denver Water is seeking dedicated customer care team members that enjoy connecting with a community and creating an exceptional customer experience. In this role, you will be using multiple web applications to problem-solve and assist customers in an ever-changing contact center environment.

Interview /Start Date Details

• Denver Water will be conducting in person interviews for Customer Care Representative Wednesday December 14th, 2022, from 8:00 AM-2:00 PM.
• Start Date for this position is January 9th 2023.

Availability requirements:

• Shifts are 7:30am-4:00pm or 9:00am - 5:30pm. Must have availability to work either shift.
• Bi-annual performance-based shift bids
• Ability to work in the office 5 days a week for at least the first three months
• Hybrid work schedules (home and in office) are available after approximately 3 months of employment.
• Once Hybrid scheduled is approved, all Denver Water employees are required to report to our Denver office (1600 W. 12th Ave. Denver, CO 80204) a minimum of two days per week, determined by business needs
• Reliable attendance
• Five weeks of on-site paid training
• Overtime is offered depending on business need and is voluntary

Position Summary

Under direct supervision represent Denver Water as the first point of contact to our various customers throughout Colorado. Ability to handle a variety of inbound customer contacts, complaint processing, problem-solving, troubleshooting, research, billing inquiries, and payment processing and investigation. Perform work according to established policies and procedures and provide high-quality customer service to internal and external customers.

Supervisory Responsibilities

This position does not have formal supervisory responsibilities over other employees.

Essential Duties and Responsibilities

• Ability to use multiple web-based applications to assist and provide an exceptional customer experience for internal and external customers via e-mail, chat, and telephony interactions
• Follow-up, review, and update unresolved customer inquiries and follow through with a satisfactory conclusion
• Perform basic math and accounting functions and display the ability to competently articulate billing discrepancies, reconcile account consumption and billing, provide options, process payments, and waive fees
• Recognize, document, and alert the supervisor of trends related to customer inquiries
• Requires use of good judgment and ability to determine a fair resolution based on individual customer scenarios in accordance with the department's grants of authority
• Meet monthly attendance, adherence, and service quality performance metric expectations
• Flexible and willing to perform other related work as required