Customer Care Representative

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 July 13th, 2022 from 8:00 AM-2:00 PM.
• Start Date for this position is August 8th, 2022.

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 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 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