Customer Care Rep.-TEC009

Position Summary

Under direct supervision represent Denver Water as the first point of contact to our customers in a variety of related activities. Ability to handle complaint processing, problem-solving, troubleshooting, research, billing inquiries, as well as 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 assist customers via e-mail, and over the phone using multiple systems.
• 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.
• Authorize and/or make adjustments of customer bills in accordance with the department's grants of authority.
• Meet productivity and service quality expectations in order to provide quality customer service on the front end of the operation to internal and external customers.
• Perform related work as required.