Solid Waste Customer Service Agent

City and County of Denver; United States; On-site; USD 29,000 - 44,000; Full time

Benefits offered by this job

Pension plan

PTO and holidays

Medical, dental and vision plans

Wellness Day and volunteer day

Job summary

City and County of Denver seeks a Solid Waste Customer Service Agent to be the liaison between residents and Waste Operations. You will educate on policies, resolve inquiries, and support timely service delivery. Strong data entry, phone handling, and CRM familiarity are essential for success.

The role involves on-site work at the Wastewater Management Building, with potential hybrid opportunities after probation. Salary ranges apply with comprehensive benefits and pension eligibility.

Qualifications

• Graduation from high school or the possession of a GED.
• Three years customer service experience in a high-volume call related environment.
• Additional appropriate education may be substituted for the minimum experience requirements.

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

Customer Service

Call Center

Data Entry

CRM Systems

Spanish/English

Salesforce

Rubicon

Zuora

Phone Handling

Multi-Tasking

Education

High School Diploma

Tools

Salesforce

Rubicon

Zuora

Job description

About Our Job

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

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

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.

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.

What You’ll Bring

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

Required Minimum Qualifications

• 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.
• None

About Everything Else

Job Profile CC3573 Solid Waste Customer Service Agent

To view the full job profile including position specifications, physical demands, and probationary period, click here.

Position Type Unlimited Position

Salary Range $21.26 - $31.89

Target Pay $21.26 - $26.00/hour, based on experience and education

Agency Dept of Transportation & Infrastructure Redeployment during Citywide Emergencies 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.

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact [e-mail] with three business days’ notice.

Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S. For information about right to work, click here for English or here for Spanish.