Customer Service Representative

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. Responsibilities Handle a high volume of inbound customer calls and chats to address inquiries and resolve issues while consistently ensuring a positive customer experience Maintain accurate documentation of all customer interactions Establish, transfer, and stop utility services for customers Review and address customer billing questions and concerns, and research complex account issues Educate customers on utility services, account management tools, and self‑service options Conduct financial reviews of residential and commercial accounts Ensure utility emergency calls are appropriately routed Submit field order requests and perform equipment‑related transactions Support our Customer Service Lobby and other specialty groups as needed to maintain operational excellence After completing a six‑month probationary period, the position is eligible for a hybrid working schedule that blends working onsite and from home. Equipment will be provided for work‑from‑home arrangements. Qualifications Demonstrated customer service experience, preferably in a contact center environment Ability to effectively communicate with customers and stakeholders using 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 Spanish language skills are valued Physical Requirements and Working Conditions Exerting up to 10 pounds of force occasionally (one‑third of the time) and/or a negligible amount of force frequently (one‑third to two‑thirds of the time) to lift, carry, push, or pull objects Sedentary work involving sitting most of the time but may require walking or standing for brief periods Positions in this class typically require talking, hearing, seeing, and repetitive motions within an office working environment Benefits Time Off Vacation – 13 days annually, increasing to 24 days with tenure Personal Leave – 3 days per year Paid Holidays – 12 per year Sick Leave – 12 days per year Vacation Buy – Option to purchase up to 40 additional hours annually Health & Wellness 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 – Voluntary program that rewards self‑care 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 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 – Eligible for loan forgiveness as a qualifying employer Legal & Equal Employment Opportunity Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. All positions will be posted for a minimum of 5 calendar days. Colorado Springs Utilities does not sponsor work visas of any kind. All eligible applicants must be authorized to work in the United States. Colorado Springs Utilities participates in E‑Verify. Accessibility and Accommodation If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting View email address on click.appcast.io or by calling View phone number on click.appcast.io. #J-18808-Ljbffr