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 departments 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

Required Knowledge Skills and Abilities

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 employees protected status, or any behavior that violates this policy.