Solid Waste Customer Service Agent

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.

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

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’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.

Specifically, as a Solid Waste Customer Service Agent you will:

• Manage approximately 60 inbound phone calls daily. Ability to use 2-way radio and respond to emails.
• Explain and clarify rules, processes, and procedures, answer questions, research and resolve a variety of problems accurately within a defined scope.
• Operate 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. Verify and correct 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.
• Perform 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.

Our ideal candidate possesses some or all the following experience, skills, and characteristics:

• 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
• Att…