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Customer Service Rep (Spanish)
Ref No.: 18-12423
Location: Aurora, Colorado

Benefits: Available after 90 days
Duration: 2-6 months
Hours: Monday to Friday 8am to 5pm
Dress Code: Business
Parking: FREE
Start: ASAP
Background Check: Must pass criminal background check
 
SUMMARY OF RESPONSIBILITIES: 
 
Performs customer service duties for the Customer Billing organization of the Water Department which includes responding to phone, walk-in, written and electronic customer inquires.
 
PRIMARY DUTIES AND RESPONSIBILITIES:
 
Initiates and maintains customer accounts; responds to all types of customer inquiries either in person, over the telephone, via correspondence or over the internet via e-mail; makes collection arrangements with customers based on their credit history; researches and makes billing adjustments to customer accounts based on individual circumstances; explains Water Department policies and procedures to customers and staff; researches customer inquiries, initiates proper action and updates the CIS system to reflect the action taken; accurately processes and takes the appropriate action on all incoming mail; reviews City and county records to determine proper mailing addresses for customer accounts; researches City and county records for correct mailing addresses on customer's accounts; monitors and tracks various department activities; prepares management reports; performs back up functions to other department activities as required; and performs additional duties as assigned.
 
WORKING CONDITIONS:
 
Physical Demands:  Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking, and standing; frequent hand/eye coordination to operate computer keyboard and office equipment; vision for reading, recording, and interpreting information; frequent speech communication, hearing, and listening to maintain communication with employees and citizens.
 
Work Environment:  Works primarily in clean, comfortable environment.
 
Equipment Used:  Computer keyboard, standard office equipment, telephone and two-way radio.
 
DESIRED MINIMUM QUALIFICATIONS:
 
Education:  High School Diploma or GED.
 
Experience:  At least 2 years general business office experience with heavy public contact including 1 year of customer service orientated experience.  Spanish bilingual is preferred.
 
Knowledge:  Knowledge of basic office practices and procedures; basic experience in English and math; basic bookkeeping practices; PC operation for both CIS system and internet activity; and customer service applications.
 
Abilities:  Ability to establish and maintain effective working relationships with employees and citizens; exercise sensitivity in customer interactions; handle stressful situations with tact and diplomacy; and communicate effectively both orally and in writing.
 
Skills: Skill in data entry; attention to detail; internet applications; and customer service aptitude.
 
LICENSES. CERTIFICATES EQUIPMENT REQUIRED:  This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.