Damage Prevention Agent (DPA)
Job Details
Entry
Colorado 811 - Golden, CO
N/A
Full Time
High School
$16.00 - $16.00 Hourly
None
8AM to 5PM Monday through Friday
Customer Service
Description

Department: Operations

Under the direct supervision of Contact Center Supervisors

GENERAL RESPONSIBILITIES:

  • Process locate requests (RTL) in an efficient and professional manner maintaining a high degree of accuracy
  • Answer incoming customer calls (ACD) in an efficient and professional manner
  • Data entry
  • Map reading
  • Quality Assurance (QA) of peer transactions
  • Receives direction and disciplinary action from both Contact Center Supervisors and Vice President of Operations
  • Receives ongoing coaching and feedback from all Support and Administrative personnel
Qualifications

REQUIRED SKILL-SET:

  • Professional customer service skills
  • Proficient and professional verbal communication & grammar skills
  • Proficient map reading skills & geographical knowledge of Colorado
  • Consistently apply all locate requests and ACD procedural guidelines
  • Create and maintain business appropriate relationships with personnel from all levels of the organization
  • Able to think & act clearly when dealing with an emergency or stressful situation
  • Keyboard and mouse proficiency
  • Ability to sit or stand while performing job duties for an entire shift with a minimum of unavailable time
  • Unscheduled absences kept to a minimum
  • Adhere to all company policies and procedures
  • Uphold the Colorado 811 Mission Statement

EXPERIENCE:

  • Customer service, keyboard and mouse

EDUCATION:

  • Minimum high school diploma or GED

WORKING CONDITIONS:

  • Indoor contact center/office environment; ergonomic workstation options
  • Currently Full-time remote due to pandemic will return to office environment Fall 2021

SCHEDULE:

  • Full-time: 40 hours M-F 8AM-5PM
  • Occasional after hour, holiday and weekend shifts
  • Mandatory Overtime during periods of high call volume

Due to an increase in work volume from March through September (Dig Season), we require a high attendance rate for the following dates/periods:

  • First two-weeks of training/orientation
  • Mondays
  • Dates surrounding Memorial Day 
  • Dates surrounding Independence Day
  • Dates surrounding Labor Day

COMPENSATION:

  • Hourly; non-exempt; annual cost of living increases and bonuses based on both defined expectations and observed performance. Contingent upon approved annual operating budget
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