Solid Waste Customer Service Agent
City and County of Denver
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Benefits offered by this job
Job summary
The City and County of Denver is seeking a Solid Waste Customer Service Agent to serve as the first point of contact for residents, answering inquiries about trash, recycling, composting and large-item pickup. Work on-site with DOTI, handling about 60 calls daily and delivering accurate information with courtesy.
Eligibility requires a high school diploma, 3 years of high-volume customer service, and strong communication.
Qualifications
- Three years of customer service experience in a high-volume call-related environment.
- Clerical and/or data entry experience.
- Ability to multi-task in a fast-paced call center environment.
- Strong communication and active listening skills.
- Familiarity with CRM systems and practices.
- Bilingual Spanish/English desirable.
- 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.
Skills
Education
Tools
Job description
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.
The City and County of Denver offers competitive pay commensurate with education and experience. New hires are typically brought into the organization between $21.26 - $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
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.
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 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 searching for a dedicated Customer Service Agent to support these essential community services.
- 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.
We are seeking proactive individuals with a commitment to continuous process improvement and a meticulous attention to detail. The ideal candidate for this role should be able to work independently with minimal guidance, while also thriving in collaborative environments.
- 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
- Education Requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
- Experience Requirement: Three (3) years customer service experience in a high volume call related environment or related administrative or clerical experience.
- Education and Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.
- License/Certification Requirement: None
Applications for this position are accepted on a rolling basis. Please submit your application as soon as possible to ensure consideration.
Job Profile CC3573 Solid Waste Customer Service AgentTo view the full job profile including position specifications, physical demands, and probationary period, click here.
Unlimited
$21.26 - $31.89
$21.26 - $26.00/hour, based on experience and education
Dept of Transportation & Infrastructure
City and County of Denver employees may be re-deployed to work in other capacities in their own agencies or in other city agencies to support core functions of the city during a citywide emergency declared by the Mayor.
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