Customer Service Representative - Access Aurora

JOB LOCATION

15151 E Alameda Pkwy Aurora, Colorado 80012-1555

City 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.
 
Why Work for Aurora?

• Make a difference in the lives of real people every day
• Diverse community
• Competitive total compensation package
• Well-Funded General Employees Retirement Plan
• Light rail station minutes away
• On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement
• Access to innovation workspaces

PRIMARY DUTIES & RESPONSIBILITIES

Hiring Salary: $25.12 - $31.40/hour

The deadline to submit an application to this position is Sunday, March 8, 2026. However, it is subject to close at any time once a qualified pool of applications is obtained.

OVERVIEW OF POSITION / DEPARTMENT

This position is 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 Access Aurora.  

PRIMARY DUTIES & RESPONSIBILITIES

• Handles calls for the City's customer call center.
• Responds in a prompt, accurate, and courteous manner to customer inquiries about City and community 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
• Performs other duties as assigned.

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 equivalent (GED) required.

Experience: 

• At least 2 years' experience in a high-volume customer call center with extensive telephone and in-person customer service experience. 
• Proficient in Microsoft Office products including Outlook, Excel and Word

Knowledge:

• The City of Aurora including locations of major intersections, points of interest and street names
• Business English, spelling and math
• General office equipment and personal computers with related software applications

Abilities: 

• Establish and maintain effective working relationships with employees and citizens.
• Communicate effectively both verbally and in writing
• Handle sensitive situations with tact and diplomacy
• Operate a computer and other office equipment

Skills:

• Skills 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. 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.
• Occasional lifting, carrying, walking, and standing
• Frequent hand/eye coordination to operate office equipment
• Vision for reading, recording, and interpreting information
• Frequent speech communication and hearing to maintain communication with employees and citizens

Work Environment:

• Works primarily in clean, comfortable environment

Equipment Used:

• Frequently uses standard office equipment including computer, calculator, multi-line telephones, copy/fax machines and postal equipment.
• This position may require the incumbent to regularly use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

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.
           
The City of Aurora is an equal opportunity employer.  We are required by state and federal agencies to keep certain statistical records on applicants.  It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.
                                         
Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace.  A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.
 

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.