Customer Care Representative

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.

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 Customer Care Rep position on Wednesday, September 24 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 Monday, October 13 th , 2025

Availability Requirements

- Position participates in a metrics-based shift bid. Hours of availability required are 7:30 AM – 5:30 PM and all shifts are scheduled within those hours.

- Hybrid work schedules (home and in-office) are available after three months of employment.

- All Denver Water employees are required to report to the Administration Building (1600 W. 12 th Ave. Denver, CO 80204) a minimum of two days per week, or as determined by the needs of the business.

- Must maintain reliable attendance.

- Five weeks of on-site paid training.

- Overtime is offered based on business needs, level of training, and is always voluntary

Position Summary

Under direct supervision , represent Denver Water as the first point of contact with 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.

- Perform 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.

Denver Water proudly serves high-quality water and promotes its efficient use to 1.5 million people in the city of Denver and many surrounding suburbs. Denver Water aspires to be the best water utility in the nation. The organization is a responsible steward of the resources, assets, and natural environment entrusted to us to provide a high-quality water supply, a resilient and reliable system, and excellent customer service.

Denver Water offers excellent benefits that include a pension plan, 401K Plan with a 3% match, 457 Deferred Compensation Plan, Health and Dental coverage, Life Insurance, and Paid Time Off. A background check will be conducted to verify the information submitted on the application. Please be sure that all information on the application is correct and complete, do not say ""see resume"". If the application is not fully completed, we (Denver Water), will not accept your application.

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

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. 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.

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.

Anthony Harper

1600 W. 12th Ave.

Denver, CO. 80204-3412

anthony.harper@denverwater.org

EOE/MF