Customer Service Representative

Customer Service Representative

Job Type: Customer Support/Client Care

Pay Range $25.33 to $26.81

Location Colorado Springs, CO

Date First Posted 6/29/26

Applications are being accepted through: 7/5/26

*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 this position is eligible for a hybrid working schedule upon completing probation (six months).

Do you have experience with providing exceptional customer service? Do you enjoy researching and addressing customer questions and concerns to provide an overall positive customer experience? If so, this may be the opportunity for you! As a Customer Service Representative , you will represent the face of Colorado Springs Utilities as the first point of contact for our customers. You will evaluate and analyze customer account data, establish utility service accounts, and provide assistance for various questions and issues.

Our team is here to support the success of the successful candidate through multiple weeks of initial classroom training (Monday-Friday, 8:00 AM to 5:00 PM) featuring instructor-led sessions, computer-based learning, and simulations. This training is followed by several weeks of onsite peer-supported learning in a collaborative environment while handling live customer calls.

What Else Will You be Doing?

• 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 customer 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
• 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

• Demonstrated customer service experience, preferably in a contact center environment
• Ability to effectively communicate with customers and stakeholders using a variety of technologies and methods such as phone, email, and chat
• Proficiency with de-escalating challenging customer interactions while maintaining professionalism
• Proficiency with Microsoft Office core applications and willingness to learn new systems and tools
• Ability to meet performance metric standards, including average handle time, accuracy, quality of interactions, and adherence to schedules
• Ability to maintain regular and reliable attendance
• Ability to speak Spanish is valued

Hiring Process Overview: What to Expect

Successful candidates will complete the following steps as part of the hiring process for this position:

• Validated pre-employment test that measures skills critical to success in this position
• Asynchronous video interview
• Onsite (or video, if necessary) panel interview with members of our Customer Service team

What Else Should You Know?

• This position operates in a standard office environment centered around customer interactions with extended periods of sitting or standing at a workstation; consecutive customer interactions with minimal time in between calls; and a possible need for overtime or schedule adjustments during peak periods
• Standard hours of operation are Monday-Friday, 8:00 AM to 5:00 PM with shifts ranging from 7:45 AM to 5:30 PM - work schedules are subject to change and based on business needs
• Upon completion of the probationary period, employees are eligible for a hybrid work arrangement (i.e., blend of working onsite and from home) - equipment will be provided for work-from-home arrangements
• Employees must live within 60 miles of our downtown office site and be able to regularly commute as needed

You may also be required to serve in a backup position on our Lobby team based on skills and experience. In supporting the Customer Service Lobby, you'll provide in-person support to customers to include payment processing, handling offline tasks, and assisting with customer service needs. You'll receive hands-on training to provide Lobby support after completing probation. Additional compensation is provided when supporting the Lobby.

Physical Requirements and Working Conditions

• Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standi…