Customer Service Representative

Colorado Springs Utilities; Colorado Springs (CO); Hybrid; USD 31,000 - 37,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Colorado Springs Utilities is hiring a Customer Service Representative in Colorado Springs, CO. You will handle a high volume of inbound calls and chats, document interactions, and assist with establishing, transferring, and stopping utility services.

Training begins with several weeks of classroom instruction, followed by onsite peer-supported learning and live calls. The role supports a hybrid work arrangement after probation, with standard hours Mon-Fri, 8:00 AM–5:00 PM, and potential

Qualifications

• Customer service experience in a contact center environment.
• Ability to communicate with customers via phone, email, and chat.
• Proficient at de-escalating difficult interactions while staying professional.
• Proficient with Microsoft Office and willing to learn new systems/tools.
• Ability to meet performance metrics including average handle time, accuracy, quality of interactions, and adherence to schedules.
• Must maintain regular and reliable attendance.
• Spanish language skills are valued.

Responsibilities

• Handle a high volume of inbound customer calls and chats to address inquiries and resolve issues while maintaining a positive customer experience.
• Maintain accurate documentation of all customer interactions.
• Establish, transfer, and stop utility services for customers.
• Review and address customer billing questions and research complex account issues.
• Educate customers on utility services, account management tools, and self-service options.
• Conduct financial reviews of residential and commercial accounts.
• Ensure utility emergency calls are routed appropriately.
• Submit field order requests and perform equipment-related transactions.
• Support the Customer Service Lobby and other specialty groups as needed to maintain operational excellence.

Skills

Customer service

Communication

De-escalation

Microsoft Office

Attendance

Spanish language

Tools

CRM software

Job description

Customer Service Representative

Job Type: Customer Support/Client Care

Pay Range $22.33 to $26.81

Location Colorado Springs, CO

Date First Posted 10/23/26

Applications are being accepted through: 10/27/26

*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

Please note that this position is eligible for a hybrid working schedule upon completing probation (six months).

Do you have experience with providing exceptional customer service? Do you enjoy researching and addressing customer questions and concerns to provide an overall positive customer experience? If so, this may be the opportunity for you! As a Customer Service Representative, you will represent the face of Colorado Springs Utilities as the first point of contact for our customers. You will evaluate and analyze customer account data, establish utility service accounts, and provide assistance for various questions and issues.

Our team is here to support the success of the successful candidate through multiple weeks of initial classroom training (Monday-Friday, 8:00 AM to 5:00 PM) featuring instructor-led sessions, computer-based learning, and simulations. This training is followed by several weeks of onsite peer-supported learning in a collaborative environment while handling live customer calls.

What Else Will You Be Doing?

• 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 customer 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

• 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:

• Demonstrated customer service experience, preferably in a contact center environment

• Ability to effectively communicate with customers and stakeholders using a variety of technologies and methods such as phone, email, and chat

• Proficiency with de-escalating challenging customer interactions while maintaining professionalism

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

• Ability to meet performance metric standards, including average handle time, accuracy, quality of interactions, and adherence to schedules

• Ability to maintain regular and reliable attendance

• Ability to speak Spanish is valued

Hiring Process Overview: What to Expect

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

• Validated pre-employment test that measures skills critical to success in this position

• Asynchronous video interview

• Onsite (or video, if necessary) panel interview with members of our Customer Service team

What Else Should You Know?

• This position operates in a standard office environment centered around customer interactions with extended periods of sitting or standing at a workstation; consecutive customer interactions with minimal time in between calls; and a possible need for overtime or schedule adjustments during peak periods

• Standard hours of operation are Monday-Friday, 8:00 AM to 5:00 PM, with shifts ranging from 7:45 AM to 5:30 PM - work schedules are subject to change and based on business needs

• Upon completion of the probationary period, employees are eligible for a hybrid work arrangement (i.e., a blend of working onsite and from home) - equipment will be provided for work-from-home arrangements

• Employees must live within 60 miles of our downtown office site and be able to regularly commute as needed

You may also be required to serve in a backup position on our Lobby team based on skills and experience. In supporting the Customer Service Lobby, you'll provide in-person support to customers to include payment processing, handling offline tasks, and assisting with customer service needs. You'll receive hands‑on training to provide Lobby support after completing probation. Additional compensation is provided when supporting the Lobby.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standing are required only occasionally, and all other criteria are met.

• Positions in this class typically require talking, hearing, seeing, and repetitive motions within an office working environment.

Who We Are:

Colorado Springs Utilities, a four-service utility provider with a 100-year reputation of integrity, gives you an experience unmatched by other utility companies. We continuously strive to stay ahead of the business curve with our established priority to update and incorporate state-of-the-art technology and provide a work culture dedicated to innovation, collaboration, and synergy. In fact, we were recently awarded the Diamond Designation from the American Public Power Association (APPA), recognizing our utility for having some of the highest ratings in reliability, safety, workforce development, and system improvements among the more than 2,000 public utilities in the nation. Nestled at the base of the Rocky Mountains, Colorado Springs is the perfect blend of mountain and city living. With over 300 days of sunshine a year, you will enjoy nature at its finest while residing in the sixth most desired place to live in the United States (according to U.S. News & World Report, 2021).

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 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 based on the successful candidate's experience, education, and training; however, those with limited direct experience could start below the posted pay range.

• If a single pay rate is posted, the job starts at that rate regardless of previous experience, education, and training.

• 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 employer sponsorship of a 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 [e-mail] 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 a 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 [e-mail] or call 719-668-7500.

Job Type: Customer Support/Client Care