Customer Care Representative - Bilingual

Minimum Qualifications

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.

Licenses, Registrations and Certifications : None

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. 12 th 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.

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.

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, January 28 th , 2025 .

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

The start date for this position is April 13th , 2026.

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.

Denver Water is committed to creating a diverse work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

Applications will be accepted until a sufficient number is received. Denver Water reserves the right to either close or extend a posting.

We are committed to the health and well-being of our employees. Smoking, including e-cigarettes, is prohibited on all Denver Water property.

Denver Water is an Equal Opportunity Employer. We are dedicated to building a culturally diverse workforce. We encourage applications from women, People of Color, veterans, and people with disabilities.

Brianna Vega

1600 W. 12th Ave.

Denver, CO. 80204

Brianna.vega@denverwater.org