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Customer Service Representative

Job Type: **Customer Support/Client Care**

Pay Range **$22.79 to $26.81**

Location **Colorado Springs, CO**

Date First Posted **12/3/25**

Applications are being accepted through: 12/7/25

_*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

_***Upon successfully completing the probationary period, please note that a hybrid work schedule may be available for this position._

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 (Monday–Friday, 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:

+ Experience in contact center environment leveraging customer service skills is highly valued

+ Ability to effectively communicate with customers and colleagues using multiple types of technology and methods (e.g., phone, email, chat, and in-person)

+ Strong learning agility to successfully complete training and adapt to new processes

+ Desire to work in a high-functioning, high-volume call center environment

+ Skilled in de-escalating challenging customer interactions while maintaining professionalism

+ Proficiency with Microsoft Office core applications and willingness to learn new systems and tools

+ Capability to meet performance metric standards including average handle time, accuracy, quality of interactions, and adherence to schedule

+ Ability to maintain regular and reliable attendance

+ Spanish speaking is a plus

What to Expect:

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

+ A validated pre-employment test that measures skills predictive of success in a customer service representative position

+ An asynchronous video interview

+ An onsite (or video, if necessary) panel interview with members of our Customer Service team

Working Environment:

+ Standard office environment centered around customer interactions

+ Extended periods of sitting at a workstation

+ Back-to-back customer interactions with minimal time in between calls

+ Possible need for overtime or schedule adjustments during peak periods

What Else Should You Know?

+ The Customer Service Center offers premier 40-hour schedules Monday – Friday with hours of operation from 8:00 a.m. to 5:00 p.m

+ Shifts range from a 7:45 a.m. start time to a 5:30 p.m. end time. Work schedules including lunch and break periods are subject to change and are based on business need

+ We are currently operating under a hybrid working model. which may allow employees who are in good standing and have completed their probationary period to work from home when not working onsite for meetings, training, development, and other reasons designated by leadership

+ We require that you live within 60 miles of our downtown office site and can regularly commute as needed. As circumstances and business needs change, you may be required to work full-time in our office location at any time as determined by leadership

+ If work from home is approved by leadership, you will be provided with office equipment necessary to perform your work

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

+ Vacation – Start with 13 days annually, increasing to 24 days with tenure

+ Personal Leave –3 days per year

+ Paid Holidays –12 paid holidays per year

+ Sick Leave – 12 days per year for personal or family health needs

+ Vacation Buy – Option to purchase up to 40 additional hours annually

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

+ Medical Plans: Three comprehensive options, including a $0 premium High-Deductible Health Plan (HDHP) with Health Savings Account (HSA) eligibility

+ Zero Health: Access to hundreds of medical services at no cost

+ Dental & Vision: Two dental plans and one vision plan

+ Family Building-Benefits: Support for fertility, preservation, adoption, and surrogacy

+ Wellness Program: A voluntary program that rewards you for prioritizing self-care! If you're enrolled in a our medical plan, you and your spouse can earn up to $600 in HRA or HSA contributions by completing healthy activities

+ Flexible Spending Accounts (FSA): Pre-tax contributions for healthcare and dependent care expenses

+ Health Savings Account (HSA): Available with HDHP

Financial & Retirement Security

+ Pension Plan: Colorado PERA provides retirement benefits and peace of mind

+ Supplemental Retirement Plans: PERAPlus 401(k), MissionSquare Roth IRA, and 457 plans

+ Disability Coverage: Short-Term and Long-Term Disability insurance available

+ Life Insurance: Employer-paid coverage with optional supplemental plans

+ Long-Term Care Insurance: Available for purchase to support extended care needs

Additional Support

+ Employee Assistance Program (EAP): Confidential support for mental health, stress, legal, financial, and work-life balance

+ Tuition Reimbursement: Up to $5,250 annually to support continued education

+ Public Service Loan Forgiveness: As a qualifying employer, your student loan payments may be eligible for loan forgiveness

_ATTENTION_** **_:_

+ _All positions will be posted for a minimum of 5 calendar days._

+ _Starting pay will be determined within the posted pay range based on the experience, education, and training of the successful candidate; if there is a single pay rate posted, the job starts at that rate._

+ _Colorado Springs Utilities does not sponsor work visas of any kind, including H-1B, TN, or F-1 student visas (with or without OPT or STEM work authorization), or any other employment-based visas._ **_All eligible applicants must be authorized to work in the United States and work authorization must not be based on any work visa._**

**Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer.** Colorado Springs Utilities is committed to the principles of Affirmative Action and Equal Opportunity in accord with Vietnam Era Veterans Readjustment Assistance Act, 38 U.S.C. § 4212, as amended (VEVRAA), and § 503 of the Rehabilitation Act of 1973, as amended (§ 503). In addition, no person shall be unlawfully discriminated against because of race, color, creed, national origin or ancestry, sex (including pregnancy, gender identity, gender expression, and sexual orientation), age, religion, veteran status, disability, genetic information, marital status, or any other basis protected under state or federal law. Human Resources shall assure Colorado Springs Utilities’ benefits, classification, compensation, employee development, employee relations, and employment programs, conform to current legal and regulatory requirements and the provisions of Colorado Springs Utilities’ Affirmative Action Plan in accordance with VEVRAA and § 503.

**Accessibility Accommodations** . If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at [email protected] or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.

**E-Verify and Right to Work Notice** . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: http://coloradospringsutilities.jobs/applicants-rights-and-responsibilities/ . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.

**Have a question?** If you have a question about a position or need assistance from a recruiter, email us at [email protected] or call 719-668-7500.

Job Type: Customer Support/Client Care