Rep II, Customer Support (Connexion)

POSITION TITLE: Rep II, Customer Support (Connexion) (Full-Time Regular) (Classified)
REQUISITION #: req7972
DEPARTMENT: Broadband
LOCATION: 222 LAPORTE
BENEFIT CATEGORY: Classified (Non-CBU)
EMPLOYMENT TYPE: Full-Time Regular
ANNUAL SALARY RANGE: $40,892.00 - 61,339.00 (Salaries are paid biweekly)
ANNUAL ANTICIPATED HIRING RANGE: $43,000.00 - $46,000.00 (Salaries are paid biweekly)
SELECTION PROCESS: Application deadline is 3:00 p.m. MT on 1/30/2025.

The City of Fort Collins is a bias-conscious employer. We ask that you please avoid the use of photos when submitting a resume and/or an application for employment. You will receive an email acknowledgment when you have successfully submitted an application. Your completed application will be forwarded to the hiring manager. You will be notified if you are selected for further testing or interviews. Please keep your contact information up-to-date. The status of your application will be updated in your applicant profile. Post-offer background check required.

Why Work For the City of Fort Collins?

• Medical, dental, vision (for self, spouse, children) – eligible on the 1st of the month following date of hire
• Paid vacation, paid holidays, sick leave, and additional one-time bank of 40 PTO hours for new, full-time, Classified and Unclassified Management hires
• Retirement company contributions – after 6 month probation period and immediate vesting
• Flexible spending: Medical expenses FSA, dependent FSA or both
• Employee Assistance Program: counseling, legal, financial assistance
• Life insurance, short-term and long-term disability
• Wellness program, workout facilities
• Employee/family onsite health clinic
• Learning and development opportunities at all levels in the organization with opportunities for career mobility
• Collaborative work environment

Job Summary

The Connexion department is currently seeking a Representative ll, Customer Support to join our team. This is a full time salaried position with the City with an anticipated hiring salary range of $43,000-$46,000 a year. The CSR ll will perform work related to ensuring customer services are provided effectively and efficiently. Handling customer information, sales, new accounts and services, applications, billing, payments, and accounts. This position will utilize expert knowledge of Connexion products and services to actively identify new and existing opportunities to maximize sales and effectively deliver on the assigned sales plan. Connexion strives to provide highspeed fiber internet to the residents and businesses in Fort Collins. Fort Collins is proudly on the forefront of municipally owned internet service and provides a best-in-class example for the front range, we do this through a reliable product and an exceptional customer experience. As our lives become more dependent on broadband and remote activities, high-speed and affordable internet should be accessible to all. Connexion strives to connect community to the people and things that matter most while being good financial stewards for the customers that keep the project funded. As a city owned utility, our only obligation is to the customers and residents of our community.

Essential Duties and Responsibilities

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.

• Assists internal and external customers which may include information about services, directions, registration, utility service, memberships and/or billing inquiries.
• Maintains member records in database and ensures administrative activities related to customer support programs are completed regularly and accurately.
• Monitors and maintains the general email inboxes and responds to inquiries promptly and courteously.
• Collaborates with other city departments to solve problems.
• Performs data entry and maintains databases and/or spreadsheets for the department.
• Performs administrative, general clerical and filing as needed.
• Performs cashiering on regular rotational basis.
• May conduct research and analyze processes to resolve customer issues and/or disputes.
• May administer and monitor programs relevant to the department's functions.
• May coordinate on-site initiatives and events that support customer support efforts and long-term engagement.
• Conducts financial transactions such as petty cash management, billing, fee processing or account balancing.
• May generate statements and/or reports.
• May produce materials which support customer service efforts, including assisting in the development of messaging, mailings and publications.
• Understand and interprets policies, procedures, codes and regulations.
• Performs other special projects as assigned.

Management Responsibilities

No

City Competencies

• Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds.
• Strong learning orientation. Leverages all resources and is creative in ways of learning for self to continue adapting to changing issues and trends.
• A desire and ability to understand the diverse needs of internal and external customers, and to create experiences and deliver services that exceed their expectations.
• A desire and ability to utilize digital tools for organizational information, individual, and teamwork.

Required Knowledge Skills and Abilities

• Specific knowledge of department related ordinances, policies, procedures, and regulations.
• Specific knowledge of services and products offered by the department/division.
• Ability to use Microsoft applications including Word, Excel, Outlook, and PowerPoint.
• Ability to perform basic math and accounting skills.
• Ability to use multiple technological systems to manage customer information and billing
• Knowledge of general office equipment operations.
• Works on assignments that are moderately difficult and require developed functional experience.
• Ability to work with minimal supervision as well as in a team setting.
• Data entry and spreadsheet development experience.
• Excellent customer service and communication skills.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to respond effectively to difficult or stressful situations, including deescalation of difficult customers.
• Ability to actively problem solve with limited guidance.
• Ability to assess and anticipate customer needs.
• Ability to identify and recommend process improvements.
• Ability to educate and sell products and services to customers.

Required Qualifications

Experience Requirements

• Minimum two (2) years customer service experience.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

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Rep II, Customer Support

The City of Fort Collins will make reasonable accommodations for access to City services, programs and activities and will make special communication arrangements for persons with disabilities. Please call (970) 221-6535 for assistance.

Notice Regarding Medical and/or Recreational Marijuana Use:
Because the possession and use of marijuana, whether for medical use or otherwise, constitutes a federal offense and because the City is a drug free workplace, the City will not accommodate the medical use of marijuana and enforces written policy prohibiting working for the City while marijuana is in the body. The fact that state law recognizes medical marijuana as a prescribed, or otherwise permitted, medication does not alter or otherwise change this policy.

The City of Fort Collins is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to race, color, religion, creed, national origin or ancestry, sex, sexual orientation (including perceived sexual orientation), gender identity and expression, disability, age 40 years or older, pregnancy or related condition, genetic information, and, in certain specific circumstances, marriage to a coworker or any other status protected under federal, state, or local law.

BACKGROUND CHECK REQUIRED.

Note: Some information in your application may be public information under the Colorado Open Records Act.