Customer Service Representative

Knoxville-Utilities-Board; Knoxville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

The Knoxville Utilities Board is seeking a Customer Service Representative who will be the voice and face of exceptional service across our call centers and walk-in service locations. You’ll create positive experiences through active listening, clear communication, and a genuine commitment to helping others.

Availability during diverse shifts helps meet customer demand and business needs. Responsibilities include solving problems, handling multiple priorities, and maintaining confidentiality and

Qualifications

• High School Diploma or equivalent.
• Good oral and written communication skills.
• Strong customer service skills with active listening, courtesy, information gathering and problem solving.
• Good PC skills, including accurate data entry.
• Ability to handle confidential information.
• Valid driver's license (Required for Level II Customer Service Representative and above).
• Two years or more customer service experience preferred; call center and/or utility experience.
• Bilingual in English/Spanish is a plus.

Responsibilities

• Be the voice and face of exceptional service across call centers and walk-in service locations.
• Deliver high-quality care by supporting a wide range of customer needs.
• Solve problems, manage multiple priorities, and communicate clearly.
• Handle sensitive information and ensure accurate data entry.
• Assist customers in person or by phone, contributing to a positive experience.

Skills

Customer service

Active listening

Problem solving

Data entry

Communication skills

Bilingual English/Spanish

Education

High School Diploma or equivalent

Tools

MS Office

Outlook

Excel

Word

Access

Job description

Classification:Customer Rep

Work Hours:40+ hours / week: Mon - Sun

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:Be the voice and face of exceptional service. Our Customer Service Representatives deliver high-quality care by supporting a wide range of customer needs across our call centers and walk-in service locations. In this role, you’ll create positive, professional experiences through active listening, clear communication, and a genuine commitment to helping others. Whether assisting over the phone or at a teller window, you’ll solve problems, manage multiple priorities, and make a meaningful impact with every interaction. This position typically operates within Monday–Friday, 7 a.m. – 6 p.m., with 24/7 staffing needs that may require schedule flexibility based on customer demand and business needs. Availability during emergency situations is required.

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.

Minimum Requirements:

• High School Diploma or equivalent

• Good oral and written communication skills

• Strong customer service skills, including active listening, courtesy, information gathering and problem solving

• Good PC Skills, including accurate data entry

• 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

• Bilingual in English/Spanish

About the Selection Process:

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