Customer Service Representative

Customer Service Representative

This position is eligible for a hybrid working schedule upon completing probation (six months).

Do you have experience with providing exceptional customer service? Do you enjoy researching and addressing customer questions and concerns to provide an overall positive customer experience? If so, this may be the opportunity for you! As a Customer Service Representative, you will represent the face of Colorado Springs Utilities as the first point of contact for our customers. You will evaluate and analyze customer account data, establish utility service accounts, and provide assistance for various questions and issues.

Our team is here to support the success of the successful candidate through multiple weeks of initial classroom training (Monday-Friday, 8:00 AM to 5:00 PM) featuring instructor-led sessions, computer-based learning, and simulations. This training is followed by several weeks of onsite peer-supported learning in a collaborative environment while handling live customer calls.

What Else Will You Be Doing?

• Handling a high volume of inbound customer calls and chats to address inquiries and resolve issues while consistently ensuring a positive customer experience
• Maintaining accurate documentation of all customer interactions
• Establishing, transferring, and stopping utility services for customers
• Reviewing and addressing customer billing questions and concerns, and researching complex account issues
• Educating customers on utility services, account management tools, and self-service options
• Conducting financial reviews of residential and commercial accounts
• Ensuring utility emergency calls are appropriately routed
• Submitting field order requests and performing equipment-related transactions
• Supporting our Customer Service Lobby and other specialty groups as needed to maintain operational excellence

Who You Are:

• Demonstrated customer service experience, preferably in a contact center environment
• Ability to effectively communicate with customers and stakeholders using a variety of technologies and methods such as phone, email, and chat
• Proficiency with de-escalating challenging customer interactions while maintaining professionalism
• Proficiency with Microsoft Office core applications and willingness to learn new systems and tools
• Ability to meet performance metric standards, including average handle time, accuracy, quality of interactions, and adherence to schedules
• Ability to maintain regular and reliable attendance
• Ability to speak Spanish is valued

Hiring Process Overview: What to Expect Successful candidates will complete the following steps as part of the hiring process for this position:

• Validated pre-employment test that measures skills critical to success in this position
• Asynchronous video interview
• Onsite (or video, if necessary) panel interview with members of our Customer Service team

What Else Should You Know?

• This position operates in a standard office environment centered around customer interactions with extended periods of sitting or standing at a workstation; consecutive customer interactions with minimal time in between calls; and a possible need for overtime or schedule adjustments during peak periods
• Standard hours of operation are Monday-Friday, 8:00 AM to 5:00 PM, with shifts ranging from 7:45 AM to 5:30 PM - work schedules are subject to change and based on business needs
• Upon completion of the probationary period, employees are eligible for a hybrid work arrangement (i.e., a blend of working onsite and from home) - equipment will be provided for work-from-home arrangements
• Employees must live within 60 miles of our downtown office site and be able to regularly commute as needed

You may also be required to serve in a backup position on our Lobby team based on skills and experience. In supporting the Customer Service Lobby, you'll provide in-person support to customers to include payment processing, handling offline tasks, and assisting with customer service needs. You'll receive hands-on training to provide Lobby support after completing probation. Additional compensation is provided when supporting the Lobby.

Physical Requirements/Working Conditions:

• Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standing are required only occasionally, and all other criteria are met.
• Positions in this class typically require talking, hearing, seeing, and repetitive motions within an office working environment.

Who We Are: Colorado Springs Utilities, a four-service utility provider with a 100-year reputation of integrity, gives you an experience unmatched by other utility companies. We continuously strive to stay ahead of the business curve with our established priority to update and incorporate state-of-the-art technology and provide a work culture dedicated to innovation, collaboration, and synergy. In fact, we were recently awarded the Diamond Designation from the American Public Power Association (APPA), recognizing our utility for having some of the highest ratings in reliability, safety, workforce development, and system improvements among the more than 2,000 public utilities in the nation. Nestled at the base of the Rocky Mountains, Colorado Springs is the perfect blend of mountain and city living. With over 300 days of sunshine a year, you will enjoy nature at its finest while residing in the sixth most desired place to live in the United States (according to U.S. News & World Report, 2021).

Our Commitment to Our Employees Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We don't just say people are important we prove it! That's why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.

Time Off to Recharge

• Vacation Start with 13 days annually, increasing to 24 days with tenure
• Personal Leave 3 days per year
• Paid Holidays 12 paid holidays per year
• Sick Leave 12 days per year for personal or family health needs
• Vacation Buy Option to purchase up to 40 additional hours annually

Health & Wellness Benefits elected are effective the first of the following month

• Medical Plans: Three comprehensive options, including a $0 premium High-Deductible Health Plan (HDHP) with Health Savings Account (HSA) eligibility
• Zero Health: Access to hundreds of medical services at no cost
• Dental & Vision: Two dental plans and one vision plan
• Family Building Benefits: Support for fertility, preservation, adoption, and surrogacy
• Wellness Program: A voluntary program that rewards you for prioritizing self-care! If you're enrolled in our medical plan, you and your spouse can earn up to $600 in HRA or HSA contributions by completing healthy activities
• Flexible Spending Accounts (FSA): Pre-tax contributions for healthcare and dependent care expenses
• Health Savings Account (HSA): Available with HDHP

Financial & Retirement Security

• Pension Plan: Colorado PERA provides retirement benefits and peace of mind
• Supplemental Retirement Plans: PERAPlus 401(k), MissionSquare Roth IRA, and 457 plans
• Disability Coverage: Short-Term and Long-Term Disability insurance available
• Life Insurance: Employer-paid coverage with optional supplemental plans
• Long-Term Care Insurance: Available for purchase to support extended care needs

Additional Support

• Employee Assistance Program (EAP): Confidential support for mental health, stress, legal, financial, and work-life balance
• Tuition Reimbursement: Up to $5,250 annually to support continued education
• Public Service Loan Forgiveness: As a qualifying employer, your student loan payments may be eligible for loan forgiveness

Colorado Springs Utilities