Customer Account Specialist - UCSC Lobby

Customer Account Specialist UCSC Lobby The Customer Service Center is looking for an energetic, self-motivated, and customer-focused individual to join our Lobby team as a Customer Account Specialist! As a full-time Lobby employee, you will be responsible for providing exceptional in-person service to Colorado Springs Utilities' residential and commercial customers at our downtown location. This position provides an exciting opportunity to demonstrate your independent decision-making skills and be a member of a high performing, fast-paced, and dynamic team who makes a difference in our community every day. If you are passionate about customer service, problem-solving, and safety for the community in which you live, this is the opportunity for you! Key areas of focus: Payment processing, cash handling, and associated balance reporting Evaluating accounts, entering and maintaining account data, and assisting customers with researching and resolving complex account issues Analyzing consumption, billing, and rate data Negotiating payment extensions and providing information on customer assistance programs Processing AutoPay applications Assisting customers at the kiosk and with self-service options Assisting customers via Chat Providing assistance to walk-in customers and offline needs as they relate to POAs, Estates and Trusts, Alternate ID processes, ACP customers, Rebates, Peak Energy Rewards, My Requests, Opt-out program, high bills, and demand-side management Please note that our Lobby hours of operation are 8:00 AM to 5:00 PM (Monday-Friday) and full-time onsite presence is required. Lobby shifts range from 7:45 AM to 4:45 PM as well as 8:30 AM to 5:30 PM. Who you are: A candidate who possesses strong customer service and de-escalation skills, high levels of accuracy and strong attention to detail and follow-through, and the ability to work effectively in a fast-paced team environment. Proficiency in Customer to Meter (C2M) is required. Customer-facing experience is preferred, but not required if you retain the desired skills, traits, and characteristics we are seeking for the position. The ideal candidate will demonstrate a solution-focused mindset, offering experience with cash handling as well as problem solving. All lobby employees must possess the ability to work successfully in a team environment. Skills associated with this include effective communication, collaboration, situational adaptability, resourcefulness, and conflict resolution. Additionally, these skills and abilities in the following areas are highly desired: Takes initiative and is action-oriented Ability to collaborate and inspire others to solve problems and make sound decisions Maintain a high level of integrity Communicate professionally, clearly, and concisely both verbally and in writing Proficient abilities in Microsoft Office Suite, specifically Word, Excel, Teams, and SharePoint Must be highly motivated, responsible, and graceful under pressure Attention to detail and accuracy is essential Physical requirements and working conditions: Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standing are required only occasionally and all other criteria are met. Positions in this class typically require talking, hearing, seeing and repetitive motions within an office working environment.