Customer Service Representative

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.

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.

• High School Diploma or equivaleny
• Good oral and written communication skills
• Strong customer service skills, including active listening, courtesy, information gathering and problem solving
• Ability to handle confidential information
• Valid driver's license (Required for Level II Customer Service Representative and above)

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; 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

About The Selection Process

Phase 1 – Apply online .org

Phase 2 – Experience, training, and education evaluation

Phase 3 – Interview with department representatives

Phase 4 – Written, performance, and behavioral exercises

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