Fiber Customer Service Representative

Knoxville Utilities Board; Knoxville (TN); On-site; USD 32,000 - 52,000; Full time

Job summary

Knoxville Utilities Board seeks a Customer Service Representative to act as the voice of exceptional service. You will resolve issues on the first call, own customer concerns, and deliver accurate information about billing, products, and services with urgency.

Flexibility for nights, weekends, and overtime is required to cover a 7am–9pm schedule, Tuesday through Saturday. In this role you will communicate clearly, gather information, and provide reliable support in a fast-paced environment.

Qualifications

• High School Diploma or equivalent required.
• Excellent written and spoken communication.
• Strong customer service and problem-solving skills.
• Proficient data entry and basic PC skills.
• Valid driver’s license required for Level II and above.

Responsibilities

• Resolve issues on the first call and own customer concerns.
• Provide accurate information about billing cycles, processes, products, and services.
• Demonstrate reliability, punctuality, and flexibility with varying schedules.
• Work nights, weekends, and overtime as needed; schedules may vary with call volume.

Skills

Written and verbal communication

Customer service

Problem solving

Data entry

Valid driver’s license

Education

High School Diploma or equivalent

Tools

MS Office (Outlook, Excel, Word, Access)

Job description

Classification:Customer Rep

Work Hours:40+ hours / week: Hours ranging from 7am - 9pm; Tues - Sat.

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 of exceptional customer service! As a Customer Service Representative at KUB, you’ll make a difference with every interaction by resolving issues on the first call, taking ownership of customer concerns, and delivering accurate solutions with urgency and accountability. You’ll use your communication, problem-solving, and conflict-management skills to provide clear information about billing cycles, processes, products, and services while creating positive customer experiences. Success in this role requires reliability, punctuality, and flexibility, including the ability to work nights, weekends, and overtime as needed. Schedules may vary based on call volume and business needs, as KUB serves customers 24 hours a day, 7 days a week. Every call is an opportunity to make a difference!

Physical Requirements:

This position is primarily sedentary and performed in a typical office environment. Duties involve sitting most of the time with occasional walking or standing. The role may require occasional lifting, carrying, pushing, or pulling of items up to 10 pounds. Bending, stooping, or reaching may occasionally be required. Physical demands may vary by position and may occasionally exceed those described above.

Minimum Requirements:

• High School Diploma or equivalent
• Good written/oral communication skills
• Strong customer service skills, including 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 Rep 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, especially in a call center environment
• Experience in a telecommunications environment
• Strong analytical and problem-solving skills
• Working knowledge of the Windows environment and MS Office products (Outlook, Excel, Word, Access)
• Experience in web navigation, Peoplesoft CIS, and Omnia 360

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