Rep II, Customer Support

Rep II, Customer Support (Full-Time Regular) (Classified)

The City of Fort Collins Utilities is seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative II. In this role, you will play a pivotal role in ensuring top-tier customer service and responsiveness to meet the needs of our utilities customers. Your primary responsibilities will include answering incoming questions via phone, email and in person related to the stop/start of utilities services, addressing outage concerns, and providing assistance with billing inquiries. This position also requires cashiering on a regular rotational basis. This is a wonderful opportunity to be a part of a high-performing team dedicated to serving our community.

Essential Duties and Responsibilities

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.

• Assists internal and external customers with information about services, directions, registration, utility service, memberships, and/or billing inquiries.
• Maintains member records in database and ensures administrative activities related to customer support programs are completed regularly and accurately.
• Monitors and maintains the general email inboxes and responds to inquiries promptly and courteously.
• Collaborates with other city departments to solve problems.
• Performs data entry and maintains databases and/or spreadsheets for the department.
• Performs administrative, general clerical, and filing as needed.
• Performs cashiering on a regular rotational basis.
• May conduct research and analyze processes to resolve customer issues and/or disputes.
• May administer and monitor programs relevant to the department’s functions.
• May coordinate on-site initiatives and events that support customer support efforts and long-term engagement.
• Conducts financial transactions such as petty cash management, billing, fee processing, or account balancing.
• May generate statements and/or reports.
• May produce materials which support customer service efforts, including assisting in the development of messaging, mailings, and publications.
• Understand and interprets policies, procedures, codes, and regulations.
• Performs other special projects as assigned.

City Competencies

• Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds.
• Strong learning orientation. Leverages all resources and is creative in ways of learning for self to continue adapting to changing issues and trends.
• A desire and ability to understand the diverse needs of internal and external customers, and to create experiences and deliver services that exceed their expectations.
• A desire and ability to utilize digital tools for organizational information, individual, and teamwork.

Required Knowledge Skills and Abilities

• Specific knowledge of department related ordinances, policies, procedures, and regulations.
• Specific knowledge of services and products offered by the department/division.
• Ability to use Microsoft applications including Word, Excel, Outlook, and PowerPoint.
• Ability to perform basic math and accounting skills.
• Ability to use multiple technological systems to manage customer information and billing.
• Knowledge of general office equipment operations.
• Works on assignments that are moderately difficult and require developed functional experience.
• Ability to work with minimal supervision as well as in a team setting.
• Data entry and spreadsheet development experience.
• Excellent customer service and communication skills.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to respond effectively to difficult or stressful situations, including deescalation of difficult customers.
• Ability to actively problem solve with limited guidance.
• Ability to assess and anticipate customer needs.
• Ability to identify and recommend process improvements.
• Ability to educate and sell products and services to customers.

Required Qualifications

High school diploma or GED.

Minimum two (2) years customer service experience.

The City of Fort Collins is committed to equal employment opportunity for all applicants and employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment. The City does not tolerate behavior that results in the terms and conditions of employment being adversely impacted based on an employee’s protected status, or any behavior that violates this policy.