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.

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

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

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

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.

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 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.

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

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

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

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 [email protected] 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 [email protected] or call 719-668-7500.