What are the responsibilities and job description for the Customer Resolution Specialist position at Knoxville Chamber (Knoxville, Tennessee)?
Classification: Customer Resolution Specialist
Work Hours: 40 hours / week: M – F
About KUB: KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 501,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.
About the Role: Serves as primary point of contact for residential, commercial, and small industrial customers with issues pertaining to their utility service. Advises customers and internal departments on a variety of utility issues including billing and property concerns, construction and restoration, claims and community activities. Works independently to investigate, evaluate and resolve issues, primarily through face-to-face contact. Demonstrates high quality customer service through ownership and thorough investigation and resolution of customer concerns. Acts as a liaison between customers, internal departments and contractors ensuring projects are completed with minimal impact while providing timely communication and follow up. Investigate and analyze claims, determine liability, and clearly report the acceptance or denial back to the claimant. Some after-hour and weekend storm response may be required in addition to the rotational stand-by schedule. Demonstrates flexibility to accept other related duties as required and works closely with other KUB departments to coordinate responses.
Qualifications
Physical Requirements:
Requires the ability to operate and get in and out of a vehicle many times per day. Requires the ability to move freely throughout the office to review maps, drawings, and bill information while meeting with internal and external customers. Requires the ability to move freely about customers’ properties over all types of terrain and walking considerable distances. Requires the ability to work under pressure while addressing numerous customer issues related to utility services. Requires the ability to lift and/or move up to 50 pounds.
Minimum Requirements
High school diploma or equivalent
Three or more years of utility related experience or the equivalent combination of education and/or utility experience
Strong interpersonal and customer service skills with experience communicating difficult messages in person and by phone.
Strong organizational and time management skills
Computer skills, including knowledge of the Microsoft Office Suite
Must have and maintain a valid driver’s license
Preferred Requirements
3 years of utility specific construction (electric, gas, water and wastewater) and/or field experience dealing directly with internal and external customers
Strong verbal and written communication skills
Technical certification/ degree in HVAC, industrial electricity, pipe fitting, plumbing technology or a related field
Strong negotiation and conflict resolution skills
Advanced proficiency with computer software such as GIS, PeopleSoft, Adobe Acrobat Pro, Microsoft Excel, Access, PowerPoint and others
Selection Process
About The Selection Process
Phase 1 – Apply online at www.kub.org
Phase 2 – Experience, training, and education evaluation
Phase 3 – Interview with department representatives
Phase 4 – Written, performance, and behavioral exercises
Phase 5 – Background Investigation
Phase 6 – Physical assessment and/or drug screen*
Knoxville Utilities Board is an Equal Opportunity Employer
Work Hours: 40 hours / week: M – F
About KUB: KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 501,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.
About the Role: Serves as primary point of contact for residential, commercial, and small industrial customers with issues pertaining to their utility service. Advises customers and internal departments on a variety of utility issues including billing and property concerns, construction and restoration, claims and community activities. Works independently to investigate, evaluate and resolve issues, primarily through face-to-face contact. Demonstrates high quality customer service through ownership and thorough investigation and resolution of customer concerns. Acts as a liaison between customers, internal departments and contractors ensuring projects are completed with minimal impact while providing timely communication and follow up. Investigate and analyze claims, determine liability, and clearly report the acceptance or denial back to the claimant. Some after-hour and weekend storm response may be required in addition to the rotational stand-by schedule. Demonstrates flexibility to accept other related duties as required and works closely with other KUB departments to coordinate responses.
Qualifications
Physical Requirements:
Requires the ability to operate and get in and out of a vehicle many times per day. Requires the ability to move freely throughout the office to review maps, drawings, and bill information while meeting with internal and external customers. Requires the ability to move freely about customers’ properties over all types of terrain and walking considerable distances. Requires the ability to work under pressure while addressing numerous customer issues related to utility services. Requires the ability to lift and/or move up to 50 pounds.
Minimum Requirements
High school diploma or equivalent
Three or more years of utility related experience or the equivalent combination of education and/or utility experience
Strong interpersonal and customer service skills with experience communicating difficult messages in person and by phone.
Strong organizational and time management skills
Computer skills, including knowledge of the Microsoft Office Suite
Must have and maintain a valid driver’s license
Preferred Requirements
3 years of utility specific construction (electric, gas, water and wastewater) and/or field experience dealing directly with internal and external customers
Strong verbal and written communication skills
Technical certification/ degree in HVAC, industrial electricity, pipe fitting, plumbing technology or a related field
Strong negotiation and conflict resolution skills
Advanced proficiency with computer software such as GIS, PeopleSoft, Adobe Acrobat Pro, Microsoft Excel, Access, PowerPoint and others
Selection Process
About The Selection Process
Phase 1 – Apply online at www.kub.org
Phase 2 – Experience, training, and education evaluation
Phase 3 – Interview with department representatives
Phase 4 – Written, performance, and behavioral exercises
Phase 5 – Background Investigation
Phase 6 – Physical assessment and/or drug screen*
- KUB is part of the Tennessee Drug Free Workplace Program
Knoxville Utilities Board is an Equal Opportunity Employer
