Fiber Customer Service Representative

Knoxville Utilities Board • Knoxville, TN

5d

About The Position

KUB is seeking a Fiber Customer Service Representative to provide excellent customer service by resolving issues on the first call, taking ownership of customer concerns, and delivering accurate solutions with urgency and accountability. The representative communicates clearly about billing cycles, processes, products, and services, using communication, problem-solving, and conflict-management skills to create positive customer experiences. Schedules may vary according to call volume and business needs. KUB serves customers 24 hours a day, 7 days a week, so the role requires reliability, punctuality, and flexibility, including the ability to work nights, weekends, and overtime as needed.

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

Requirements

• High school diploma or equivalent.
• Good written and 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.
• Reliability, punctuality, and flexibility, including the ability to work nights, weekends, and overtime as needed.
• Valid driver's license required for Level II Customer Representative and above.

Nice To Haves

• Two or more years of 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, including Outlook, Excel, Word, and Access.
• Experience in web navigation, Peoplesoft CIS, and Omnia 360.

Responsibilities

• Resolve customer issues on the first call.
• Take ownership of customer concerns and provide accurate solutions with urgency and accountability.
• Provide clear information about billing cycles, processes, products, and services.
• Use communication, problem-solving, and conflict-management skills to create positive customer experiences.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED