Job Type: Customer Support/Client Care
Pay Range $18.02 to $21.62
Location Colorado Springs, CO
Date First Posted 10/6/21
Customer Account Service Representative
Who We Are...
Colorado Springs Utilities, a four-service utility provider with a 100-year reputation of integrity, gives you an experience unmatched by other utility companies. We continuously strive to stay ahead of the business curve with our established priority to update and incorporate state-of-the-art technology and provide a work culture dedicated to innovation, collaboration, and synergy. In fact, we were recently awarded the Diamond Designation from the American Public Power Association (APPA), recognizing our utility for having some of the highest ratings in reliability, safety, workforce development, and system improvements among the more than 2,000 public utilities in the nation. Nestled at the base of the Rocky Mountains, Colorado Springs is the perfect blend of mountain and city living. With over 300 days of sunshine a year, you will enjoy nature at its finest while residing in the sixth most desired place to live in the United States (according to U.S. News & World Report, 2021).
Why should you apply?
As a Customer Account Service Representative , you will represent the face of our organization by being the first point of contact for customers in our community. In this role, you will evaluate and analyze customer account data, establish utilities service accounts, and provide a diverse customer base with assistance on a variety of problems, questions, and issues. Additionally, you can 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. Our 8-week training schedule to ramp you up for success in this position is Monday – Friday typically from 8:00am to 5:00pm and includes hybrid classroom and virtual instruction, computer-based courses, instructor-led activities, and simulations.
What will you be doing?
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 utilities 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 utilities accounts
Negotiating customer payment extensions
Ensuring utilities emergency calls are routed to Dispatch
Submitting field order requests and performing equipment-related transactions
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
Competencies and skills critical for success include… customer service, effective communication, multitasking, problem-solving, detail orientation, initiative, and driving results
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
What else should you know?
The Customer Service Center offers premier 40-hour schedules Monday – Friday with hours of operation from 7:00am to 7:00pm. We are currently operating under a hybrid working model, which means that we do require that you live within a reasonable commuting distance from the office and are able to regularly commute to and from the office as needed. As circumstances change, you may be required to work full-time in our office location. You will be provided with office equipment along with hybrid classroom and virtual instruction.
Colorado Springs Utilities offers a comprehensive benefits program to help you and your family protect your health and financial security.
Medical – Select from three medical plans including a Health Savings Account compatible plan
Voluntary Wellness Program – Earn incentives, gift cards, and gym membership reimbursements
Dental – Select from two plans including orthodontia coverage
Vision Insurance – Voluntary plan covering a full range of vision care services
Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
Disability Insurance –Short-Term and Long-Term coverage provides income replacement for illness or injury
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Paid Time Off – vacation, personal leave, sick leave, holidays, jury and bereavement
Vacation Buy – Purchase additional vacation time
Pension – Colorado PERA retirement plan funded by both employees and the organization.
Retirement Saving Programs - Supplement your pension with PERA 401(k) or PERA Roth 401(k), ICMA Roth IRA, ICMA 457 or 457 Roth plan
Educational Assistance – Financial assistance for qualifying courses
Additional Benefits - Employee Assistance Program, and Long-Term Care Insurance
All positions will be posted for a minimum of 5 calendar days.
Starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.
Colorado Springs Utilities does not sponsor work visas of any kind (including but not limited to F-1, H-1B, or TN visas). 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 [email protected] 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.
Job Type: Customer Support/Client Care