Customer Care Representative - Bilingual
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 the Bilingual Customer Care Rep position on Monday April 20th, 2026.
A call simulation will be scheduled prior to the interview which will dictate eligibility for an in-person interview.
The start date for this position is May 11th, 2026.
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.
Essential Duties and Responsibilities
- Fluent in both Spanish and English required.
- 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 metric expectations which includes quality, adherence, and conformance.
- Maintain satisfactory attendance and reliability expectations.
- Assisting colleagues and leadership as needed.
- Flexible and willing to perform other related work as required.