Customer Service Representative

Customer Service Representative

As a Customer Service Representative, you will represent the face of Colorado Springs Utilities as 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 with various problems, questions, and issues. New hires participate in on-site multiple weeks of classroom training (MondayFriday, 8 : 00 a.m.5 : 00 p.m.) featuring instructor-led sessions, computer-based learning, and simulations. This is followed by several weeks of on-site peer-supported learning in a collaborative environment while handling live customer calls. 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 :

• Handling a high volume of inbound customer calls and chats to address inquiries and resolve issues while consistently ensuring a positive customer experience
• Maintaining accurate documentation of all interactions
• Establishing, transferring, and stopping utility services for customers
• Reviewing and addressing customer billing questions and concerns, and researching complex account issues
• Educating customers on utility services, account management tools, and self-service options
• Conducting financial reviews of residential and commercial accounts
• Negotiating payment extensions for delinquent accounts
• Ensuring utility emergency calls are appropriately routed
• Submitting field order requests and performing equipment-related transactions
• Supporting our Customer Service Lobby and other specialty groups as needed to maintain operational excellence

Who You Are :

What to Expect :

Working Environment :

What Else Should You Know?

As a Customer Account Service Representative (CSR), you may be required to serve in a backup position on our Lobby team depending on your skills and experience. In this role, you'll provide in-person support to customers at our downtown Customer Service Lobby when permanent team members are unavailable. Responsibilities include payment processing, handling offline tasks, and assisting with a variety of customer service needs. If selected, you'll receive hands-on training after successfully completing your probationary period for your primary CSR role. Additional pay is provided when supporting the Customer Service Lobby. This is a great opportunity to expand your skills, gain cross-functional experience, and make a direct impact on customer satisfaction. PHYSICAL REQUIREMENTS / WORKING CONDITIONS : Exerts up to 10 lbs. of force occasionally and / or small amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Positions in this class typically require talking, hearing, seeing and repetitive motions within an office working 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

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 don't 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 to Recharge :

Health & Wellness Benefits elected are effective the first of the following month :

Financial & Retirement Security :