Fiber Customer Service Representative

Classification: Customer Rep

Work Hours: 40+ hours / week

Hours ranging from 7am to 9 pm Mon - Sat

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 520,000 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 assist both internal and external KUB customers by providing first call resolution while handling all issues with urgency, ownership, and accountability. A successful representative will be able to provide accurate information regarding billing cycles, processes and products effectively. Outstanding interpersonal communication skills, problem-solving and conflict management skills are essential for success in this position. Regular, consistent and punctual attendance is expected. Must be able to work nights, weekends and overtime as necessary. Schedules change based on contact volume and needs 24 hours per day, 7 days per week.

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, including the human body. 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 written/oral communication skills

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

- Good PC Skills, including accurate data entry

- Ability to handle confidential information

- Valid driver's license

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements:

- Two (2) or more years customer service experience, especially in a call center environment

- Experience in a telecommunications environment

- Strong analytical and problem-solving skills

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

- Experience in web navigation, Peoplesoft CIS and Omnia 360

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