Closing Date: August 2, 2010
Hiring Range: $16.00 to $20.42 an hour
This position will be in our Public Affairs division/Customer Care section.
GENERAL STATEMENT
Under general supervision, represents Denver Water as the first point of service to our customers in a contact center or processing environment. Performs a variety of customer care related activities such as: incoming and outgoing phone calls, written correspondence and email, records and billing activities, dispatch, and account management. Performs work according to established procedures to complete transactions. Provides first contact resolution and quality customer service to internal and external customers. Assists with mentoring and training of employees and operates as back-up as needed within all areas of the customer care department.
EXAMPLES OF RESPONSIBILITIES
- Will answer written correspondence and will respond to customer inquiries, problems or complaints regarding daily operational activity.
- Provides comprehensive interpretation of policies and procedures, codes, regulations and standards to customers and others regarding operational activities, problems and complaints.
- Maintains automated financial and non-financial reports by reviewing data and taking necessary action. Enters data into CIS and proofs all data for accuracy. Reconciles reports and statements by balancing and comparing computations of a varied range. Monitors and evaluates customer billing accounts and makes necessary adjustments.
- Competently handles escalated contacts or issues and bring to a positive resolution. Continually follows-up, reviews and updates reports or customer records not resolved on the first contact. Investigates a variety of issues and follows through to a satisfactory conclusion. Process payments and performs mathematical calculations related to billing and account adjustments.
- Independently identifies, researches, and resolves customer issues using available resources. Authorize or makes adjustment of customer bills in accordance with the departments Grants of Authority. Recognize, document, and alert the supervisor of trends in customer calls or daily workload.
- Meet productivity and service quality expectations. Recommend process improvements and assist in implementing. Capable to assist other call center functions, such as phone back-up.
QUALIFICATIONS FOR APPOINTMENT
- Considerable knowledge of business English (i.e. grammar, spelling, punctuation and sentence structure) and ability to respond to customers in writing using templates or from scratch.
- Strong ability to organize, multi-task and handle multiple priorities.
- Ability to independently solve problems, use good judgment and know when to escalate to the next level.
- Ability to work positively in a team environment and encourages others.
- Considerable knowledge of/or ability to learn Denver Water’s Operating Rules and Engineering Standards and interpret to others.
- Computer literate with the ability to learn various software applications.
EDUCATION
Graduation from high school, or GED equivalent supplemented with additional training in PC applications and customer service related topics.
EXPERIENCE
Three years’ call center/records and billing/correspondence experience at Denver Water or equivalent customer service experience.
OTHER REQUIREMENTS
May be required to demonstrate proficiency in PC applications and demonstrate accurate 10 key and typing at 35 words per minute.
If you have questions about this position please contact Alice Montez at 303-628-6337.
- Applications are only accepted through our online application system.
- Denver Water will not accept or consider applications that are mailed, e-mailed, faxed, or dropped off at our office.
- No resumes will be accepted unless they are attached to an online application.
- Employment Applications are accepted for current openings only.
- You can see more details about this position by clicking “Apply Now.”
