Castle Rock Water - Customer Service Representative - Town of Castle Rock : Job Details

This posting will remain open continuously until filled.The Town of Castle Rock's future and the quality of that depend on the choices we make today. Do you want to be part of a team that make decisions that work now while preserving and protecting Castle Rock's identity and quality of life for the future? We value teamwork, cooperation, and quality communication. We strive to provide exceptional public service to our customers and encourage creativity and innovation. We welcome all that share those values to apply.Working for the Town of Castle Rock includes:

• The opportunity to make a difference in our community
• Career Advancement Programs
• Employee well-being program
• Competitive total compensation with an excellent benefits package
• Free membership to the MAC or Recreation Center
• Public Service Student Loan Forgiveness eligible employer

About Castle Rock Water:You can't live without water, and Castle Rock Water can't function without great employees. We're on the lookout for talented individuals who are seeking a place to be valued and make a difference. Castle Rock Water provides drinking water, sanitary sewer, and storm drainage systems for the Town of Castle Rock's more than 80,000 residents and businesses. The Town is one of the fastest-growing and most sought-after communities in Colorado and it's consistently ranked among the best and safest places to live in the State. Castle Rock Water is a national leader in the water industry, recently expanding its infrastructure to accommodate reuse water, implementing progressive conservation measures and implementing legacy stormwater projects. Whether managing water treatment at the award-winning plant, maintaining the $730 million in infrastructure, or ensuring and protecting long-term water, Castle Rock Water has many opportunities available to learn and grow with the organization.Essential Duties & Responsibilities:

• Greets and responds to general inquiries via phone, walk-in, mail and email. Routes calls or inquiries to the correct department or person.
• Provides information and directions related to Town facilities, activities and closures. Maintains current maps and handouts. Maintains and updates internal contact list and distributes to staff on a regular basis.
• Works with appropriate department in maintaining Property Management and HOA lists. Maintains name, address/ phone and email information.
• Distributes Water department incoming mail and assists with mailings. Assists in scheduling participants for Water Wiser and other conservation programs and classes.
• Prepares and maintains a variety of routine and requested weekly and monthly customer service, payment, work order, and program/class reports using management tracking software.
• Processes Water payments and inputs data into various database systems. Processes rebate information and payments.
• Processes and maintains work orders and work order database. Ensures line maintenance daily work order calendar is current and confirms work orders with customers in advance of scheduled appointments.
• Works with line maintenance to ensure survey cards are left with customers. Assists with the return and processing of customer surveys.
• Answers and disseminates general information related to Water bills, water conservation and irrigation schedules. Prepares and mails new resident welcome packets.
• Answers general questions concerning related construction and repair projects, including lane closures, detours and shut-off's.
• Serves as primary point of contact for customer service inquiries and complaints specific to the Water Department. Monitors staff response times.
• Provides and records customer information for 30-day irrigation placards. Assists with water violation letters and tracking.
• Maintains filing system of scanned and original documents.
• Performs other duties as assigned or required.

Minimum Qualifications:An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.Education: High School Diploma or GED equivalent. College level course work or vocational administrative training is preferred.Experience: Two (2) years' progressively responsible administrative support or customer service experience; or any equivalent combination of education, training, or experience. Knowledge, Skills, and Abilities:

• Experience in working in a customer focused environment with a proven history of providing exceptional service to internal and external customers.
• Working knowledge of Microsoft Office products including Word, Excel and Outlook.
• Ability to understand and accurately communicate information and Town wide functions.
• Skill in working with PBX or similar telephony equipment.
• Skill in communicating clearly and concisely both orally and in writing, using correct grammar and professional etiquette.
• Ability to read and comprehend standard English language.
• Ability to effectively manage multiple tasks.
• Ability to learn and effectively use billing software or similar applications.
• Ability to effectively handle and account for cash and credit card payments/transactions .
• Skill in operating a variety of modern office equipment including copy machines, desk top computers, fax machine, 10-key calculators and other office equipment used in connection with communicating with customers and billing work.
• Knowledge of file and record maintenance principles and practices, both hard copy and computerized, including ability to sort and file alphabetically and numerically.
• Ability to diffuse angry customers on telephone or in person.
• Ability to meet established deadlines.
• Ability to calculate, compute, summate, and/or tabulate data and/or information. Includes the ability to perform subsequent actions in relation to these computational operations.
• Ability to establish and maintain effective working relationships.

Physical Demands:

• Sedentary work for long periods of time
• Occasional physical work lifting no more than 10 pounds
• Occasional lifting, carrying, walking and standing
• Occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; and stop, kneel, crouch or crawl
• Frequent hand/eye coordination to operate personal computer and office equipment
• Vision for reading, recording and interpreting information
• Speech communication and hearing to maintain communication with employees and citizens

Work Environment:

• Works primarily in a clean, comfortable environment

Equipment Used:

• Uses standard office equipment including a personal computer system
• This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

Candidate must satisfactorily complete a driving record check and criminal background check prior to commencing employment.The Town of Castle Rock is an Equal Opportunity Employer.