Customer Service Representative

Classification: Customer Representative

Work Hours: 40+ hours / week: Mon - Sun

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: Customer Service Representatives provide high quality customer care by focusing and meeting a wide variety of customer needs and/or inquiries at our call center(s) and walk-in service center(s). Representatives provide professional interactions with customers utilizing active listening and positive communication skills. This position involves working on the phone or at a teller window and requires the ability to problem solve and/or manage multiple priorities. Most schedules fall within a Monday-Friday, 7 a.m. – 6 p.m. period; shifts are staffed 24 hours per day, 7 days per week. Schedules are subject to change based on volume of customer contacts and/or business needs. Must be available to work KUB emergency situations as needed.

Qualifications

Physical Requirements:

Sedentary Work - Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Minimum Requirements:

- High School Diploma or equivalent

- Good oral and written communication skills

- Strong customer service skills, including active listening, courtesy, information gathering and problem solving

- Good PC Skills, including accurate data entry

- Ability to handle confidential information

- Valid driver's license (Required for Level II Customer Service Representative and above)

Please note that due to our internal education requirements, this position will not support H-1B immigration status; we are unable to provide immigration sponsorship for and/or based on this position.

Preferred Requirements:

- Two (2) or more years customer service experience; call center and/or utility experience

- Strong analytical and problem-solving skills

- Working knowledge of the Windows environment and MS Office products (Outlook, Excel, Word, Access), and web-based software

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

If special accommodations are needed at any phase of the selection process, please notify Human Resources in advance.

Knoxville Utilities Board is an Equal Opportunity Employer