Customer Service Representative

Customer Service Representative

Please note that a hybrid work schedule is available for this position upon successfully completing the training program.

As a Customer Service Representative, you will represent the face of Colorado Springs Utilities by being the first point of contact for customers in our community! You will evaluate and analyze customer account data, establish utility service accounts, and provide assistance on a variety of problems, questions, and issues. Our onsite 8-week training program (Monday-Friday, 8:00 AM to 5:00 PM) to ramp you up for success in this position includes a blend of hybrid classroom and virtual instruction, computer-based courses, instructor-led activities, and simulations. Upon successfully passing training, this position continues as a hybrid model and may require you to work on-site, one to two days per week, depending on business needs. 

You can truly make Colorado Springs Utilities a career through various development paths - our award-winning training department offers courses and support to assist you in attaining your professional goals!

A day in the life of a Customer Service Representative may include:

• Answering inbound customer calls and communicating with customers via chat to address questions and reach resolutions, and documenting all interactions, to provide a positive customer experience
• Establishing, transferring, and stopping utility service for customers
• Reviewing and addressing customer billing questions and concerns, and researching complex account issues
• Providing customers with educational utility information and account management tools
• Conducting financial reviews of residential and commercial utility accounts
• Negotiating customer payment extensions
• Ensuring utility emergency calls are routed to Dispatch
• Submitting field order requests and performing equipment-related transactions
• Candidates may also be considered for the opportunity to work in person at our Customer Service Lobby, on an as-needed basis (additional pay provided)
• Spanish speaking is a plus

What to Expect:

The successful candidate will complete the following steps as part of the hiring process for this position:

• A validated pre-employment test that measures skills predictive of success in a customer service representative position
• An asynchronous video interview
• An onsite (or video, if necessary) panel interview with members of our Customer Service team

Who You Are:

• Experience in a work environment leveraging customer service skills is highly valued
• Ability to effectively communicate with customers and address their needs using different types of technology (e.g., phone, email, chat)
• A high degree of learning agility to complete our training program successfully
• Desire to work in a high-functioning, high-volume call center environment

The military job codes/duty codes most closely related to this role are: 42A, 42B, 36P1, 36P2, 36P3, 36P4, 37F1, 37F2, 37F3, 37F4, 3S032, 3S052, 3S072, 3S0X4, PN, PS, IT, 6420, 6423, 6425, 6427, 9645, 9680, 3402, 3404, 3406, 3408

Who We Are:

• One of the largest four-service public utilities in the nation (over 500,000 customers)
• A national leader in reliability (power on an average of 99.991% of the time)
• Diamond Designation recipient from the American Public Power Association – a utility sector leader in reliability, safety, workforce development, and system improvements
• Located at the base of the Rocky Mountains in one of the most desired cities to live in the United States (U.S. News & World Report)

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 do not 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 – Because everybody needs time off to recharge
  
  • Vacation – New employees accrue 13 days of paid time off to start, while our more tenured employees accrue 24 days per year
  • Personal Leave –3 days per year of personal leave
  • Paid Holidays –12 paid holidays per year
  • Sick Leave – Accrue 12 days of sick leave annually for those days when you or a family member is feeling under the weather
  • Vacation Buy – Purchase up to 40 hours of additional vacation time
• Pension Plan – Looking forward to a comfortable lifestyle once you’re done working? The Colorado Public Employees’ Retirement Association (PERA) provides you with retirement benefits and peace of mind when you retire 
• Medical – Select from three comprehensive medical plans, starting at $0 per month.  Employees also enjoy access to a Health Savings Account (HSA) and Flexible Spending Account (FSA). (effective the 1st of the month following your start date)
• Wellness Program – Voluntary wellness program that allows you and your spouse to each earn up to $500 to use towards healthcare expenses, $100 in Visa gift cards, and up to $400 in gym membership reimbursements
• Dental – Select from two dental plans, with in-network PPO preventive care covered at 100% and access to orthodontia coverage (effective the 1st of the month following your start date)
• Vision – Voluntary plan that covers full vision care services and discounts on LASIK eye surgery (effective the 1st of the month following your start date)
• Retirement Saving Programs – Supplement your pension plan with voluntary retirement programs such as the PERAPlus 401(k) and MissionSquare’s Roth IRA and 457 plans
• Disability Coverage – Short-Term (STD) and Long-Term Disability (LTD) insurance available for purchase (effective the 1st of the month following your start date)
• Employee Assistance Program (EAP) – Makes the going a little easier by aiding with mental health, stress management, work-life balance, financial and legal matters, and much more
• Long-Term Care Insurance (LTC) – Whether it's due to an accident or a serious illness, LTC insurance is available for purchase to help you and your loved ones (effective the 1st of the month following your start date)
• Life Insurance – Company-paid life insurance and supplemental coverage available (effective the 1st of the month following your start date)
• Tuition Reimbursement – Employees are eligible to receive up to $5,250 annually for Tuition Reimbursement
• Qualifying Public Service Employer – Payments made towards student loans may qualify for the Public Service Loan Forgiveness Program

Salary : $100