Aurora Water Customer Service Representative - Billing Call Center

Job Title

Aurora, Colorado 80016-2946 City of Aurora, Colorado

It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply. Why Work for Aurora?

• Make a difference in the lives of real people every day
• Diverse community
• Competitive total compensation package
• Well-Funded General Employees Retirement Plan
• Light rail station minutes away
• On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement
• Access to innovation workspaces

Responsible for a variety of complex customer service, clerical and public contact duties in person and on the telephone and provides routine administrative support for Aurora Water Billing Department.

Primary Duties & Responsibilities

Handles calls for the Water Department's customer call center.

Responds in a prompt, accurate, and courteous manner to customer inquiries about Water Department services, complaints, and comments both verbally and in writing

Answers or directs incoming calls and general inquiries to appropriate parties or information sources

Assists walk-in customers and greets visitors

Enters customer requests into database.

Documents and tracks responses to citizen contacts, requests, and complaints

Researches resource information and updates database

Operates a variety of office equipment including a personal computer, phone system, TTY and related software.

Prepares, reviews, proofs and processes division documents

Initiates/maintains customer accounts

Responds to all types of customer inquiries

Makes collection arrangements with customers

Researches and makes billing adjustments to accounts based on customer history

Reviews City and County records to determine proper mailing

Manages reports

Performs backup functions to other department activities as required

Performs other duties as assigned

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Minimum Qualifications & Working Conditions

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

Education:

• High School Diploma or GED

Experience:

• 2 years of utility/municipality office experience and/or call center experience

Knowledge:

• Knowledge of business English, spelling and math, general office equipment, and personal computers with related software applications

Abilities:

• Ability to establish and maintain effective working relationships with employees and citizens.
• Communicate effectively both verbally and in writing
• Handle sensitive situations with tact and diplomacy
• Able to operate a computer

Skills:

• Skilled in the use of computers including simple spreadsheet, database design, and word processing software applications.
• Efficiently and accurately keys information using a keyboard
• Possesses strong interpersonal skills
• Proficient in Microsoft Office products including Outlook, Excel, and Word
• Bilingual (Spanish-English) skills, preferred

Licenses and/or Certificates Required:

• None

Working Conditions:

Essential Personnel: When a local announcement of emergency or disaster is declared by the city, all City of Aurora employees may be required to work as essential personnel.

Physical Demands:

• Light physical work lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds with or without assistance.
• Frequent hand/eye coordination for operation of office equipment
• Vision for reading and interpreting reports and data analysis and preparation
• Frequent speech communication, hearing and listening to maintain communication with employees and citizens
• Considerable walking and standing; frequent pushing, pulling, and climbing
• This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application. The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission. Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.

Drug Testing, Thorough Criminal Background Check, and Employment References: As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check. Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others. Employment references will be conducted on finalists for City of Aurora vacancies.