Damage Prevention Agent Bilingual; Spanish Fluency

Position: Damage Prevention Agent Bilingual (Spanish Fluency)
# Damage Prevention Agent Bilingual (Spanish Fluency)
Colorado 811 - Golden, CO 80403## Overview Salary Range $21.00 - $21.00 Hourly Education Level High School or higher

Travel Percentage None Category Customer  Service## Description
** 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 Bilingual (Spanish Fluency)
** 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.## Qualifications
*
* REQUIRED SKILLS AND QUALIFICATIONS:

**
* ** Communication

Skills:

** Strong…