Customer Care Representative
Posting Close Date
Dec 5, 2021
Pay Range
Hiring Range $18.43/hr. - $21.26/hr.
Pay Range $15.72/hr. - $22.95/hr.
Salary/Hourly
Hourly
Job Description
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.
Availability requirements:
- Must be available for a shift within our operating hours of M-F 7:30 AM – 5:30 PM
- Bi-annual performance-based shift bids
- Partial work from home schedule options are available and requires reporting to our Denver office (1600 W. 12th Ave. Denver, CO 80204) a minimum of two days per week, determined by business needs
- Reliable attendance
- Three weeks 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 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 productivity, attendance, and service quality performance metric expectations
- Flexible and willing to perform other related work as required
Position Requirements
Minimum Qualifications
Education and Experience
- High School Diploma or GED.
- Minimum 1 year related work 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
- Ability to work in multiple systems simultaneously
- Strong verbal and written communication skills
About Denver Water
Denver Water is committed to creating a diverse work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
Applications will be accepted until a sufficient number is received. Denver Water reserves the right to either close or extend a posting.
Denver Water proudly serves high-quality water and promotes its efficient use to 1.5 million people in the city of Denver and many surrounding suburbs. Denver Water aspires to be the best water utility in the nation. The organization is a responsible steward of the resources, assets, and natural environment entrusted to us to provide a high-quality water supply, a resilient and reliable system, and excellent customer service.
Denver Water offers excellent benefits that include a pension plan, 401K Plan with a 3% match, 457 Deferred Compensation Plan, Health and Dental coverage, Life Insurance, and Paid Time Off. A background check will be conducted to verify the information submitted on the application. Please be sure that all information on the application is correct and complete, do not say "see resume". If the application is not fully completed, we (Denver Water), will not accept your application.
We are committed to the health and well-being of our employees. Smoking, including e-cigarettes, is prohibited on all Denver Water property.
An offer of employment may be contingent upon satisfactory results of a post-offer drug test. Denver Water tests for the following: amphetamines, cocaine, marijuana (THC), opiates, phencyclidine (PCP), and alcohol. A strength test may also be conducted due to the physical requirements of the position.
Denver Water is an Equal Opportunity Employer. We are dedicated to building a culturally diverse workforce. We encourage applications from women, People of Color, veterans, and people with disabilities.
Veronica Hernandez
1600 W. 12th Ave.
Denver, CO. 80204-3412
EOE/MF