Customer Care Representative

$23.24 - $24.53 hourly (with an additional 10% language differential for bilingual employees) Availability Requirements Must be available to work Monday-Friday and must be able to cover any shift from 7:30am - 5:30pm and reliably arrive on time. Must be flexible as shift start times will vary within the first 5-week training period and the first shift outside of training will be determined based on business needs. Shift bids are conducted bi-annually and are based on performance rankings. Hybrid work schedules (home and in-office) are available after three months of employment and are based on performance and attendance. All Denver Water employees are required to report to the Administration Building (1600 W. 12th Ave. Denver, CO 80204) a minimum of two days per week, or as determined by the needs of the business. Overtime is offered based on business needs and level of training. Education and Experience High School Diploma or GED. Minimum 1 year related work experience. Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge and abilities for the position. An offer of employment may be contingent upon satisfactory results of a post-offer drug test and alcohol. Denver Water tests for the following: amphetamines, cocaine, marijuana (THC), opiates, and phencyclidine (PCP). A strength test may also be conducted due to the physical requirements of the position. This strength test may include lifting, pushing, and pulling various amounts of weight as well as crouching, squatting, and lifting one's own body weight from various positions. If the position is deemed safety-sensitive or requires a CDL, you will be placed on the random drug and alcohol testing list, which means you may be tested if your name is selected while employed at Denver Water. Applicants for employment at Denver Water must be authorized to work in the U.S. Denver Water will not sponsor or take over sponsorship of an employment visa. Job Description Working for Denver Water offers a rewarding and comprehensive employment experience marked by exceptional benefits and a strong organizational culture. Employees enjoy a robust 401(k) plan with employer contributions, a secure pension fund to support long-term financial well-being, and high-quality benefits that include a generous PTO package as well as medical, dental, and vision coverage. At the heart of Denver Water's workplace are its core values: vision, integrity, passion, excellence, and respect. These principles guide every aspect of the organization, fostering a collaborative and purpose-driven environment where employees are empowered to make a meaningful impact on the community and the future of water sustainability. Denver Water will be conducting in-person interviews for the Customer Care Rep position. A call simulation and screening questions will be scheduled prior to the interview...which will dictate eligibility for an interview. The start date for this position is Monday, September 14th, 2026. Position Summary This position is open to all qualified candidates. However, bilingual (English/Spanish) candidates are preferred. Under direct supervision, represent Denver Water as the first point of contact to our customers in a variety of related activities. Ability to handle complaint processing, problem-solving, troubleshooting, research, billing inquiries, as well as 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 Ability to assist customers via e-mail, and over the phone using multiple systems. 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. Authorize and/or make adjustments of customer bills in accordance with the department's grants of authority. Meet productivity and service quality expectations in order to provide quality customer service on the front end of the operation to internal and external customers. #J-18808-Ljbffr