Bilingual Customer Care Representative

: Bilingual Customer Care Representative Hiring Range: $24.10-$25.41 per hour *includes a 10% pay differential* Customer Care Representative Hiring Range: $21.91-$23.11 per hour

Minimum Qualifications

Education and Experience

• High School Diploma or GED
• Minimum 1-year related customer service experience
• Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge, and abilities for the position.

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.
• Assisting customers through multiple contact channels including phone, email, chat, and SMS
• Ability to work in multiple systems simultaneously.
• Strong verbal and written communication skills.

Availability Requirements

• Contact Center hours are Monday-Friday from 7:30am-5:30pm.
• Must be available to work any shift: 7:30-4:00, 8:00-4:30, 8:30-5:00 or 9:00-5:30
• Shifts are assigned based on bi-annual performance-based shift bids. Shift schedule changes occur in April and November.
• Hybrid work schedules (home and in-office) are available after three months of employment, dependent on performance, attendance, and knowledge retention.
• All Denver Water employees are required to report to the Administration Building (1600 W. 12th Denver, CO 80204) a minimum of two days per week, or as determined by the needs of the business.
• Must maintain reliable attendance.
• Overtime is offered based on business needs and is always voluntary.

Training Availability Requirements

• Five weeks of on-site, in person, paid training provided.
• Training period has fluctuating start times, must be available for any shift (7:30-4:00, 8:00-4:30, 8:30-5:00 or 9:00-5:30).
• Must maintain reliable attendance and punctuality.
• Field ride-a-longs, presentations, and contact center phone mentoring provided.

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 Wednesday, February 28th, 2024.

A call simulation (in Spanish) will be scheduled prior to the interview…which will dictate eligibility for an in-person interview.

The start date for this position is March 18th, 2024.

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

• Spanish/English bilingual required.
• 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.