Water Utility Customer Service Representative

About the role

• JOB LOCATION
• Aurora, Colorado 80016-2946
• Cit y of Aurora, Colorado

It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply.

Primary Duties & Responsibilities

Salary to be commensurate with experience

Pay and benefits

The salary range is $25.44 - $31.80 per hour.

This is classified as VHBE (Variable Hour Benefit Eligible), where the selected candidate can work up to 40 hours per week. The selected candidate will be eligible to elect Medical, Dental, and Vision benefits, accrue paid time off, and receive 11 paid holidays.

The deadline to submit applications is November 20th, 2026. Please note, The City of Aurora will conduct ongoing screenings of applications on a first come, first-serve basis; as soon as we determine to have a qualified pool of applicants, this position may close quickly and without notice.

Overview of Position

Responsible for a variety of complex customer service, clerical and public contact duties in person and on the telephone and provides routine administrative support for Aurora Water Billing Department.

Primary Duties & Responsibilities

• Handles calls for the Water Department's customer call center.
• Responds in a prompt, accurate, and courteous manner to customer inquiries about Water Department services, complaints, and comments both verbally and in writing
• Answers or directs incoming calls and general inquiries to appropriate parties or information sources
• Assists walk-in customers and greets visitors
• Enters customer requests into database.
• Documents and tracks responses to citizen contacts, requests, and complaints
• Researches resource information and updates database
• Operates a variety of office equipment including a personal computer, phone system, TTY and related software.
• Prepares, reviews, proofs and processes division documents
• Initiates/maintains customer accounts
• Responds to all types of customer inquiries
• Makes collection arrangements with customers
• Researches and makes billing adjustments to accounts based on customer history
• Reviews City and County records to determine proper mailing
• Manages reports
• Performs backup functions to other department activities as required
• Performs other duties as assigned

Additional information

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Minimum Qualifications & Working Conditions

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

Education

• High School Diploma or GED

Experience

• 2 years of utility/municipality office experience and/or call center experience

Knowledge

• Knowledge of business English, spelling and math, general office equipment, and personal computers with related software applications

Abilities

• Ability to establish and maintain effective working relationships with employees and citizens.
• Communicate effectively both verbally and in writing
• Handle sensitive situations with tact and diplomacy
• Able to operate a computer

Skills

• Skilled in the use of computers including simple spreadsheet, database design, and word processing software applications.
• Efficiently and accurately keys information using a keyboard
• Possesses strong interpersonal skills
• Proficient in Microsoft Office products including Outlook, Excel, and Word
• Bilingual (Spanish-English) skills, preferred

Working Conditions

Essential Personnel

When a local announcement of emergency or disaster is declared by the city, all City of Aurora employees may be required to work as essential personnel.

Physical Demands

• Light physical work lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds with or without assistance.
• Frequent hand/eye coordination for operation of office equipment
• Vision for reading and interpreting reports and data analysis and preparation
• Frequent speech communication, hearing and listening to maintain communication with employees and citizens
• Considerable walking and standing; frequent pushing, pulling, and climbing
• This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

Additional information

The city of Aurora will implement furlough days (unpaid days off) for most employees in 2026. The scheduled furlough dates are January 16, April 10, July 2, and December 24.

For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application.

Drug Testing, Thorough Criminal Background Check, and Employment References:

As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check.

Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others.

Employment references will be conducted on finalists for City of Aurora vacancies.

Notice Regarding Colorado Identification Document Protections

As part of the employment eligibility verification process, the city of Aurora may request government-issued identification documents as permitted by law. Original identification documents will be reviewed only as necessary for employment eligibility verification and will not be retained longer than permitted by law. Applicants will retain possession and control of their original identification documents except for any temporary retention permitted or required by law.