Colorado 811 is searching for a English/Spanish Bilingual Damage Prevention Call Center Agent. This is not an ordinary Call Center role, working for Colorado 811 means you are part of a nationwide, 24/7, State specific network of 811 Call Centers who deliver critical damage prevention focused communications to utilities, property owners, and excavation professionals to keep underground public utilities and anyone who excavates in Colorado safe. This customer service forward role acts as primary contact for Colorado 811 customers, managing inbound and outbound locate ticket requests and customer assistance calls to create locate request tickets, resolve related customer issues, answer inquiries, and provide relevant information. Key responsibilities include phone customer service and data entry utilizing locate ticket management system and other applicable software to initiate locate request, troubleshooting and answering customer questions, de-escalating complaints, and achieving performance metrics while delivering professional customer phone or online support as directed. Since Colorado 811 is not a sales organization, your focus will not be to upsell products or services, we are simply here to keep Coloradoans safe while digging! As a 501c4 non-profit organization dedicated to protecting Colorado's public underground utility line infrastructure, we are so much more than a typical Call Center; our mission is to provide our State with a top notch damage prevention focused 811 service and help keep you and everyone in Colorado safe while excavating by acting as the conduit between public utility providers and excavators; whether on a job site or working on a project at home. If you are a customer centric, detailed-oriented individual who enjoys speaking with customers while accurately using software platforms, this job may be for you! This is a remote/hybrid role for an individual who values primarily working remotely but can also accommodate and appreciate working in-person at the Golden, CO office as necessary for training, meetings, managing technology updates, company events, materials exchanges, accommodate outages, or other business needs as directed. When you join our team…You will become part of the talented, high-performing Colorado 811 Call Center team. We work hard and are proud of what we do, and we care about Colorado. If you take pride in your work, have a positive, can-do attitude, are detail-oriented, and a customer service rockstar, …come join us! Are you bilingual and speak fluent Spanish? Bonus! This full-time position is also eligible for a 100% company-paid benefits package, check out this overview: 100% company paid premiums for eligible

Employees:

Variety of Health Insurance Plan options HAS/FSA Plan Options Dental & Vision Insurance Life Insurance Short-Term & Long-Term Disability Employee Assistance Program A generous PTO benefit Internet Reimbursement Paid and Flex Holidays Materials and Equipment is provided. Business Casual, either on-site, remote, or hybrid culture Fun activities and occasional office parties

Starting Annual Salary:

$21.00 per hour, non-exempt role. Pay within the range is based on a combination of experience and skill set factors. If you think you meet the requirements listed and are looking for an in-office, full-time, dynamic role, we encourage you to apply.

Department:

Contact Center Classification:

Hourly/Non-Exempt Under the

Direct Supervision:

Contact Center Supervisors and Contact Center Team Lead (as applicable)

Direct Reports:

N/A Position Overview:

A Damage Prevention Agent acts as the primary contact for customers, handling inbound and outbound locate ticket requests and customer assistance calls to create locate request tickets, resolve related customer issues, answer inquiries, and provide relevant information. Key responsibilities include data entry and customer service utilizing locate ticket management system and other applicable software to document and initiate locate request, troubleshooting and answering customer questions, de-escalating complaints, and achieving performance metrics while delivering professional customer phone or online support as directed.

GENERAL RESPONSIBILITIES

Customer Support:

Answering phone calls to process and enter Locate Ticket requests in an efficient and customer forward manner with a high degree of accuracy, handling service-related questions, complaints, or inquiries in a professional manner. Requests include handling demographic data, geographical map data, reading and general knowledge of location/areas in the State of Colorado, use and navigation of geographical maps and data mapping tools, and quality assurance of peer transactions. Strong professional customer service skills, robust software and technology usage skills, and proficient and professional verbal communication & grammar skills are required.

Issue Resolution:

Troubleshooting issues and providing solutions, escalating complex issues to supervisors and management in alignment with company policy as necessary.

Data Management:

Entering, updating, and maintaining accurate ticketing data and records within ticket and other systems as directed.

Transaction Processing:

Handling new or modified locate requests and ticket updates.

Communication:

Utilizing scripts and applying personal knowledge as outlined in training and directed by management to guide conversations while maintaining a positive, empathetic, and professional tone.

Product Knowledge:

Maintaining up-to-date ticket management system, process, policy, and training knowledge of all relevant job duties, services, and policies. Other duties as assigned by management.

WORKING CONDITIONS

Working conditions are company-directed and subject to change at any time. Workplace requirements/locations may be adjusted as deemed necessary by the Company at any time. All duties must be performed in Company approved work location. Company reserves the right to adjust work location, hours, and individual schedule as necessary without notice. Indoor, in-office Contact Center, hybrid, or remote work environment as directed by Company. Employee must agree to and have the ability to travel to and from the Company office in Golden, Colorado, as directed without prior notice and as requested for any reason including in-person, in-office meetings, training sessions, receiving or updating company materials and technology, resolving technical issues, receive or exchange equipment, coaching, or for any other reason as directed, with the immediate availability to travel to office location during emergency outages or other emergent situations as directed by Company. Employee must permanently reside and work solely within the State of Colorado from Company approved work location. Employee must be able to provide a clean, comfortable at-home work environment free from distractions and a self-provided high-speed internet connection with a minimum of forty (40) megabytes per second download and 10 megabits per second upload. Extensive periods of sitting or standing at a desk and working on a computer.

GENERAL SHIFT WORK HOURS

Typically, 8 core hours, ranging from 6 am to 3 pm, 7 am to 4 pm, or 8 am to 5 p.m. or as deemed necessary for shift work by the Company. Monday through Friday, with occasional evening, weekend, early hours, after hours and holiday shifts. Overtime during periods of high volume.

REQUIRED SKILLS AND QUALIFICATIONS

Communication Skills:

Strong customer service skills, verbal communication and active listening skills, proactive problem-solving, and critical thinking skills.

Technical Proficiency:

Ability to efficiently navigate ticketing systems, CRM software, phone systems, and other software platforms as directed.

Soft Skills:

Patience, empathy, attention to detail, desire to help customers, and the ability to remain calm under pressure.

Problem-Solving:

Ability to adjust under pressure, strong critical thinking skills to resolve customer issues effectively and accurately.

Bilingual:

Strong ability to speak, read, write fluently in English and Spanish language and in a professional setting.

Note:

Candidates will be evaluated with both written and verbal assessments during the interview process.

ADDITIONAL REQUIRED SKILLS AND QUALIFICATIONS

Ability to consistently apply procedural guidelines. Ability to meet call handling quality and efficient metrics. Proficient in use of keyboard, mouse, and multiple monitor arrangement Ability to use Microsoft office accurately and effectively, HubSpot, Exactix, Five9, Smartsheet, and other required software applications as directed to perform daily tasks. Ability to sit or stand while performing job duties for an entire shift with a minimum of unavailable time. Dependable and punctual with minimal unscheduled absences unrelated to a reasonable accommodation or legally protected leave of absence.

REQUIRED EXPERIENCE

Minimum of 2 years in customer service and customer interaction facing role Call center experience preferred

REQUIRED EDUCATION

Minimum of high school diploma or GED required

Job Type:

Full-time Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Golden, CO 80403

Job Type:

Full-time Pay:

$21.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Golden, CO 80403