Solid Waste Customer Service Agent

City and County of Denver • Denver, CO

3d • $21 - $26 • Onsite

About The Position

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. What We Offer The City and County of Denver offers competitive pay commensurate with education and experience. New hires are typically brought into the organization between $20.76 - $26.00/hour. We also offer generous benefits for full-time employees which include but are not limited to: A guaranteed life-long monthly pension, once vested after 5 years of service 457B Retirement Plan 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year Competitive medical, dental and vision plans effective within 1 month of start date Location & Schedule In this position the expectation is to work on site at the Wastewater Management Building, 2000 W 3rd Ave, Denver CO 80223, 5 days a week. This position may have hybrid opportunities after probationary period. Who We Are & What You’ll Do The Department of Transportation and Infrastructure (DOTI), through its employees, enhances the quality of life in Denver by efficiently delivering effective, high quality, safe and equitable public infrastructure, and services. For more information, please visit the DOTI website. DOTI’s Commitment to Equity: DOTI is committed to providing attention and resources to the areas, assets, and people of the city with the greatest need through equitable contracting, equitable investments, and equitable workforce development. DOTI’s culture revolves around four key principles: (1) Invest in Our People, (2) Operate with Discipline, (3) Use Data to Drive Decisions, and (4) Deliver Results. The Solid Waste Customer Service Agent serves as a key liaison between residents of the City and County of Denver and Solid Waste Operations collection crews, providing clear and accurate information regarding trash, recycling, composting, and large-item pickup services. This role is responsible for educating residents on collection policies, procedures, and available services, while helping resolve service-related inquiries in a timely and professional manner. DOTI’s Solid Waste Management team is currently seeking a dedicated Customer Service Agent to support these essential community services.

Requirements

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Three (3) years customer service experience in a high volume call related environment or related administrative or clerical experience.
• Additional appropriate education may be substituted for the minimum experience requirements.

Nice To Haves

• Experience in Customer Service Field, Call Center, or Collections
• Clerical and/or Data Entry Experience
• Ability to Multi-Task and work in a fast-paced, call center environment
• Proficiency working on a computer
• Strong/confident phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Great Communication Skills/ability to adapt/respond to all types of communication types
• Great Problem-solving aptitude
• Attention to Detail
• Bilingual Spanish/English desired
• Previous experience with Salesforce, Rubicon and/or Zuora a plus

Responsibilities

• Manages approximately 60 inbound phone calls daily.
• Ability to use 2-way radio and respond to emails.
• Explains and clarifies rules, processes, and procedures, answers questions, research and resolves a variety of problems accurately within a defined scope.
• Operates computer equipment to input accurate, valid, and complete data and to examine and evaluate a variety of information to determine correctness, completeness, and adherence with requirements.
• Verifies and corrects information as needed.
• Compile, organize, interpret, and communicate data and results concisely.
• Typing and/or data entry with minimal errors.
• Organizing and managing time effectively.
• Handle customer complaints, provide appropriate solutions and alternatives within the time.
• Performs other related duties as assigned.

Benefits

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED