Senior Customer Service Representative

Job Description:

Senior Customer Service Representative

Description

Job Posting Closes at 11:59PM on:
09/21/25
Division:
Road & Bridge Division
Management Level:
Individual Contributor
Scheduled Weekly Hours:
40
Benefit Eligibility:
This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

Description:

JOB DESCRIPTION SUMMARY:

The Cu stomer Service Representative Seni or is responsible for assisting cu stomer s with mor e complex inquiries and providing a high level of customer service to visitors and Department and Division staff. Follow established procedures to provide answers and/or handle customer needs, issues, and concerns as appropriate. Establish and maintain records. Compose and send correspondence as needed. Resolve issues that have been elevated from other personnel. Duties may also include a wide variety of general office support and receptionist duties such as answering telephones, providing information, documenting calls; performing data entry, receiving and responding to inquiries; assisting internal and external contacts; resolving problems, or referring inquiries to the appropriate personnel, and compiling reports. This position is expected to be proficient in all policies and procedures related to the job and to train less experienced workers.

SCHEDULE:

This position is located at the Central S hop location. A hybrid role working 40 hours per week. This position rotates on a 4-day work week during summer hours and 5-day work week in winter.

COMPENSATION:

Hiring Range: $20.62-$23 USD Hourly

Hourly

Compensat ion will be determined based on education, experience and skills.

BENEFITS:

Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement, flexible schedules, remote work options and more. For more information, click Here for our Total Rewards summary.

ESSENTIAL DUTIES:

• Customer Service: Responsible for assisting citizens with complex inquiries and provid ing a positive customer service experience. Follow established procedures to provide answers and handle citizen needs, issues, and concerns. Additionally, check voicemails and enter requests into QAlert/Cartegraph.
  

• Cartegraph (Operations/Asset Management System): Manage employee profiles. Enter and maintain citizen requests. Create Work Orders and Tasks for Supervisors. Enter activity/timesheets, asphalt tickets, snow product tickets, landfill tickets, safety incident reports, vendor invoices , and C DL/DOT upd ates.
  

• Assist and support district/team supervisors and employees w ith administrative needs: Perform o nboard ing and offboarding tasks, managing documents/files on SharePoint, email, and website. Assist employees with IT and HR-related tasks and forms. Ass ist other districts and serve as a backup to other Customer Service Representatives when necessary.
  

• Order Locates: Order and manage utility locate requests. Keep systems and files up-to-date .
  

• Administrative Training: Perform administrative training with employees. Assist with training employees on items related to HR, IT, Cartegraph , Workday, Snow training, etc.
  

• Assist with managing Adopt-A-Road program: Process new adoption requests, monitor and perform an audit of adopted organizations to ensure organizations are in compliance . Document pick-ups. Order and coordinate supplies such as vests and trash bags. Keep files and system up-to-date .
  

• Fleet Meter Reconciliation: Run a report, enter equipment research, and make corrections as needed.
  

• Bulk Fuel Log: Enter and review Bulk Fuel Log and report any discrepancies.
  

• Payroll: Document pay, overtime, and other pay codes in Cartegraph .
  

• Other Administrative Tasks: File, scan, prepare forms and vouchers, schedule DOT appointments, submit office supply orders, update voicemail messages, take meeting minutes, and post notices on bulletin boards . Track and process training and p olicy sig n-offs when necessary.
  

QUALIFICATIONS:

Research shows that women and other underrepresented and historically marginalized groups tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Minimum Qualifications:

Experience: One years Experience

Education: High School Diploma or GED

*Note: An equivalent combination of education and experience is acceptable.

Preferred knowledge, skills and abilities :

Industry-specific Knowledge:

• Experience in public works or similar field
  

• Experience utilizing Cartegraph , QAlert , and MS Office
  

Soft Skillset:

• Excellent responsive customer service focus and a great te am player.
  

• Strong interpersonal skills with the ability to work with people at all levels.
  

• Thrive in a fast-paced environment with competing priorities and deadlines.
  

• Self-motivated, displays proactivity, and takes initiative.
  

• Effective oral and written communication skills.
  

• Strong attention to detail.
  

• Have a positive, can-do attitude with great problem-solving skills.
  

Additional Job Information:

• Criminal History and MVR Background Checks are required for every position.
  

• Offer of employment is contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references.
  

• In any materials you submit , you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
  

• All Jefferson County Employees must apply through their internal profile.
  

APPLICATION:

Qualified applicants are encouraged to apply immediately . All applicants must submit an online employment application by 11:59PM on the posted cut-off date. Follow this link to apply now: Jefferson County Colorado Career Opportunities



A resume and cover letter submitted with your application are encouraged but will not substitute for the information requested on the application. Applications are reviewed for minimum qualifications listed in the qualifications section of the job bulletin, and applicants are contacted directly by the hiring team if selected. To view the status of your application, please log into your candidate portal .



For more details on the recruitment process, please visit: https://www.jeffco.us/1860/FAQs

Questions? Contact the Jefferson County Recruitment Team at 303-271-8420 or CareerTalent@Jeffco.us

Education:

Experience:
Work Experience: Minimum one year

Certifications:

Languages:

Category:
Administrative, Business Programs and Services

Salary:

$20.62-$23