Utility Customer Resolution Specialist

KNOXVILLE CHAMBER OF COMMERCE; Knoxville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Knoxville Utilities Board is seeking a Customer Resolution Specialist to investigate and resolve a variety of utility-related issues. The role requires strong interpersonal skills and the ability to communicate complex messages in person and by phone.

Responsibilities include on-site investigations, coordinating outages, managing customer communications, and educating the public on services and energy efficiency. A high school diploma and 3+ years of utility experience are preferred.

Qualifications

• High school diploma or equivalent.
• Three or more years of utility related experience or equivalent education/experience.
• Strong interpersonal and customer service skills with experience communicating difficult messages in person and by phone.
• Strong organizational and time management skills.
• Computer skills, including knowledge of the Microsoft Office Suite.
• Valid driver's license.
• KUB does not provide immigration sponsorship for this position.

Responsibilities

• Investigate, document, and facilitate resolution of customer claims related to utility issues.
• Engage in face-to-face communication and on-site investigations.
• Organize efforts related to planned utility outages and damage to customer property.
• Coordinate customer communication for utility projects and educate customers on services, rates, billing, and energy efficiency.
• Provide after-hours incident response and maintain accurate written documentation.
• Support community outreach meetings and events.

Skills

Interpersonal skills

Customer service

Time management

Organizational skills

Verbal communication

Written communication

Education

High school diploma or equivalent

Tools

GIS

PeopleSoft

Adobe Acrobat Pro

Microsoft Excel

Access

PowerPoint

Job description

Classification: Customer Resolution Specialist

Work Hours: 40+ hours / week: M – F

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

The Customer Resolution team works directly with KUB customers and contractors to resolve utility-related issues and disputes and to ensure utility service needs are met. This role will support the team by investigating, documenting, and facilitating the resolution of customer claims related to a variety of issues including property damage, utility service issues, contractor concerns, and motor vehicle accidents. Face-to-face communication and on-site investigations are a routine aspect of the job. Regular duties include organizing efforts related to planned utility outages, investigating damage to customer property, managing access to customer property, and coordinating customer communication efforts related to utility projects. Additional responsibilities include educating customers and community groups on a variety of subjects including utility services, rates, billing, energy efficiency, and construction activities; providing after-hours incident response; maintaining accurate written documentation; and supporting community outreach meetings and events. The successful candidate will demonstrate the ability to exercise sound judgment, develop practical solutions to complex problems, and balance customer needs with KUB’s organizational goals and objectives.

Qualifications

Physical Requirements:

Requires the ability to operate and get in and out of a vehicle many times per day.

Requires the ability to move freely throughout the office to review maps, drawings, and bill information while meeting with internal and external customers.

Requires the ability to move freely about customers' properties over all types of terrain and walking considerable distances.

Requires the ability to work under pressure while addressing numerous customer issues related to utility services.

Requires the ability to lift and/or move up to 50 pounds.

Minimum Requirements:

High school diploma or equivalent

Three or more years of utility related experience or the equivalent combination of education and/or utility experience

Strong interpersonal and customer service skills with experience communicating difficult messages in person and by phone.

Strong organizational and time management skills

Computer skills, including knowledge of the Microsoft Office Suite

Valid driver’s license

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements:

3+ years of utility specific construction (electric, gas, water and wastewater) and/or field experience dealing directly with internal and external customers

Strong verbal and written communication skills

Technical certification/ degree in HVAC, industrial electricity, pipe fitting, plumbing technology or a related field

Strong negotiation and conflict resolution skills

Advanced proficiency with computer software such as GIS, PeopleSoft, Adobe Acrobat Pro, Microsoft Excel, Access, PowerPoint and others

Selection Process

About the Selection Process:

Phase 1 – Apply online at www.kub.org

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