Job Summary
The Utility Customer Service Specialist provides front-line support for utility customers by analyzing account activity, resolving billing concerns, and processing service requests both in person and remotely. This position requires clear communication, technical proficiency, and the ability to handle sensitive documentation such as payment records, property agreements, and identity-related materials. The role balances customer interaction with administrative responsibilities, including appointment scheduling, data entry, and secure handling of records. Strong interpersonal skills and a working knowledge of utility systems and platforms are essential. The position supports a respectful, solution-oriented environment and plays a key role in maintaining citizen trust and satisfaction.
Duties and Responsibilities
- Analyzes consumption patterns and troubleshoots high bill complaints.
- Provides requested information or assistance concerning utility services by phone and in person.
- Identifies, researches and processes customer payments; reconciles and balances daily transactions.
- Consults with customers by phone, in person, email or fax to process all service requests.
- Adheres to all Privacy, Identity Theft and departmental policies.
- Processes requests for unpaid utility services, change of address, death certificates, power of attorney requirements, property management agreements, letters of credit, rebates and third party notifications.
- Resolves billing/service complaints.
- Maintains radio communication with electric warehouse.
- Schedules appointments for water services and water meter repairs.
- Alphabetizes, sorts and files documentation.
- Explains to users how to navigate the COF Utilities website and customer payment portal.
- Processes and negotiates payment arrangements.
- Explains use of utilities equipment and resolves related equipment issues.
- Establishes and maintains effective working relationships with citizens and co-workers.
- Secures lobby area as needed.
- Other duties and responsibilities as required.
Supervisor Duties
This position has no supervisory responsibilities.
Work Environment
The Utilities Customer Service Specialist works in a fast-paced office environment with frequent in-person and phone interactions with the public. The position requires extended periods of sitting, computer use, and multitasking across various software systems and communication platforms. Employees may occasionally move between front-facing service areas and secure administrative spaces. The role demands attentiveness, discretion, and professionalism when handling sensitive customer information and high-stress billing concerns. The workspace is climate-controlled, but customer volume and the urgency of utility issues can create periods of elevated activity and pressure.
Qualifications
- Requires High School Diploma, General Educational Development (GED) certificate, or demonstrated knowledge and ability equivalent to these educational standards.
- Requires two years experience in customer service or closely related experience.
- Requires a valid Colorado driver s license.
- Proficient knowledge of Microsoft Office applications.
- Required to obtain the following ICS Certifications: IS100 within 12 months of hire.
- Any additional experience or education in business, finance, or customer service is preferred but not required.
- Proficiency in non-English languages is an asset to the position.
Required Capabilities
- Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- To perform the essential job functions and to ensure the safety of themselves, their coworkers, and the public, employees must have the ability to regulate attention; to plan; to understand, remember, and apply information; to effectively interact with others; to concentrate and maintain pace; and to adapt or regulate one s behavior.
- Ability to proficiently read, speak, and understand English. Proficiency in non-English languages is highly valued.
- Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
- Demonstrated strong verbal and written communication skills, analytical skills, statistical and mathematical abilities and interpersonal skills. Ability to read and interpret documents such as safety rules, operating maintenance instructions and procedure manuals. Ability to write complex reports and distill information for many audiences.
- This position requires close, distance and peripheral vision.
- Ability to hear an average conversational voice in a quiet room, using one or both ears, at a distance of six (6) feet. Ability to hear sounds and signals indicating work and safety necessities.
- This position requires standing, walking and sitting for periods of time. Utilization of hands and fingers to operate office computer keyboard and equipment required. Must be able to reach with hands and arms, and stoop, kneel or crouch if needed.
- Must be able to lift up to twenty-five (25) pounds as needed and frequently lift up to ten (10) pounds.
- This position requires effective proficiency in the use of computer software and applications, office equipment, and professional telephone use. The ability to adequately type quickly with few to no errors is also very important. This position will often require multi-tasking in the use of computer, phone, and office equipment while interacting with clients. Candidates for this position may be required to take and pass technology proficiency assessments prior to employment.
Length- Contract to Direct
Schedule: 7:50 AM - 4:30 PM (Mon-Fri)
Pay: $19.02/hour- $25.36/hour
Drug Screening required; includes THC
Location: 80817
