Customer Service Specialist Trash/Recycling

Customer Service Specialist

Join our Public Works team and be a friendly face and helpful voice for Durango residents. We are looking for a Customer Service Specialist to provide prompt, professional customer service by answering questions about utility bills, processing payments, and helping community members understand our Trash & Recycling regulations. You'll use multiline phones and specialty software to support efficient and effective service delivery. City of Durango's Trail to Excellence The City of Durango is a purpose-driven organization with more than 400 full-time and 300 part-time and seasonal employees across 15 departments, all working together to provide a wide range of services that keep our community running every day. From public safety and utilities to parks and recreation, our team is dedicated to delivering high-quality services that enhance the lives of all who live, work, and visit here. At the city, we focus on continually improving how we work and serve the community. This effort is called the Trail to Excellence (T2E), and every employee plays a part in it. Whether you work outdoors, in an office, or lead a team, your daily efforts connect to the city's mission of providing excellent service and reaching the city's vision of being a multigenerational community that is authentic, diverse, engaged, thriving, and environmentally responsible. The full details of this vision are outlined in the city's strategic plan. As a member of our team, your work will be meaningful because:

• Your ideas help shape citywide improvements.
• The work you do ties directly into measurable goals.
• You'll be part of a system that values collaboration, innovation, and results.

We're looking for team members who share our core values of teamwork, dependability, professionalism, service, respect, innovation, and wellbeing and who are excited to make a difference in the community we serve.

What You'll Do in This Role:

• Provide prompt and professional customer support by phone, email, and in-person interactions
• Explain billing details and respond to customer questions with clear, helpful solutions
• Process and balance daily payments
• Prepare utility billing reports
• Research payment discrepancies and follow established procedures for corrections
• Develop and maintain comprehensive knowledge of utility billing processes and software
• Independently manage office tasks, including correspondence, filing, and equipment operation
• Assist with public drop-off services, process various payments, issue receipts, and address customer inquiries
• Prepare and dispatch work orders
• Clearly explain the City's Trash and Recycling rules and regulations to residents
• Communicate effectively with other City departments and divisions

You Have:

• A high school diploma or GED equivalent.
• Two or more years of customer service experience.

You Will Succeed in This Role if You:

• Bring experience accepting and recording payments.
• Communicate clear and concisely, both verbally and in writing
• Possess strong knowledge of modern office procedures, computer equipment, and specialized software.
• Maintain attention to detail and accuracy in data entry, record keeping, and financial transactions.
• Are committed to providing excellent customer service.

What We Can Offer You:

• Comprehensive medical, dental, and vision insurance.
• Ample personal time off (PTO) and 11 paid holidays.
• 401(a) retirement plan and optional deferred compensation plan.
• Basic life insurance and accidental death & dismemberment (AD&D) coverage.
• Long-term disability coverage.
• Paid Family and Medical Leave (FMLA).
• Access to Employee Assistance Program (EAP).
• Free access to the Durango Community Recreation Center and Chapman Hill Ice Rink & Ski Area.
• Holistic Employee Wellness Program, addressing physical, mental, financial, and professional well-being.
• Free transit pass and family member discounts.
• Reimbursement for job-related classes to foster continuous learning.
• Sixteen hours of volunteer time off per year to support local non-profit organizations.

We believe in creating an inclusive workforce that welcomes diversity of thoughts, viewpoints, and experiences. The City of Durango is an Equal Opportunity Employer. We do not discriminate on the basis age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

City of Durango's Indigenous Land Acknowledgement