Customer Service Representative

Job Type: Customer Support/Client Care

Pay Range $20.89 to $23.82

Location Colorado Springs, CO

Date First Posted 3/21/24

Applications are being accepted until: 3/28/24

• If no date is displayed, applications are being accepted on an ongoing basis; however, this job posting may close at any time after a minimum of 5 days of being posted.

Customer Service Representative

Please note that a hybrid work schedule is available for this position upon successful completion of 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. 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/or stopping utility service for customers

• Reviewing and addressing customer billing questions and concerns, and researching complex account issues

• Providing customers with educational utilities information and account management tools

• Conducting financial reviews of residential and commercial utility accounts

• Negotiating customer payment extensions

• Ensuring utilities emergency calls are routed to Dispatch

• Submitting field order requests and performing equipment-related transactions

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 successfully complete our training program

• 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

ATTENTION:

• All positions will be posted for a minimum of 5 calendar days.

• Starting pay will be determined within the posted pay range based on the experience, education, and training of the successful candidate; if there is a single pay rate posted, the job starts at that rate.

• Colorado Springs Utilities does not sponsor work visas of any kind (including but not limited to F-1, H-1B, or TN visasto include those with a STEM OPT extension).Eligible applicants must be authorized to work in the United States.

Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that no person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation, or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.

For more information regarding applicant rights, visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Accessibility Accommodations . If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at accessibility@csu.org or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.

E-Verify and Right to Work Notice . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: http://coloradospringsutilities.jobs/applicants-rights-and-responsibilities/ . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.

Have a question? If you have a question about a position or need assistance from a recruiter, email us at csurecruiting@csu.org or call 719-668-7500.

Job Type: Customer Support/Client Care