Job at a glance
Position Summary 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.
Supervisory Responsibilities This position does not have formal supervisory responsibilities over other employees. 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.