Utility Customer Resolution Specialist

Classification: Customer Resolution Specialist 

Work Hours: 40+ hours / week: M - F

About KUB: KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 520,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.

About the Role: The Customer Resolution team works directly with KUB customers and contractors to resolve utility-related issues and disputes and to ensure utility service needs are met. This role will support the team by investigating, documenting, and facilitating the resolution of customer claims related to a variety of issues including property damage, utility service issues, contractor concerns, and motor vehicle accidents. Face-to-face communication and on-site investigations are a routine aspect of the job. Regular duties include organizing efforts related to planned utility outages, investigating damage to customer property, managing access to customer property, and coordinating customer communication efforts related to utility projects. Additional responsibilities include educating customers and community groups on a variety of subjects including utility services, rates, billing, energy efficiency, and construction activities; providing after-hours incident response; maintaining accurate written documentation; and supporting community outreach meetings and events. The successful candidate will demonstrate the ability to exercise sound judgment, develop practical solutions to complex problems, and balance customer needs with KUB's organizational goals and objectives.

Physical Requirements:

Requires the ability to operate and get in and out of a vehicle many times per day. Requires the ability to move freely throughout the office to review maps, drawings, and bill information while meeting with internal and external customers. Requires the ability to move freely about customers’ properties over all types of terrain and walking considerable distances. Requires the ability to work under pressure while addressing numerous customer issues related to utility services. Requires the ability to lift and/or move up to 50 pounds.

Minimum Requirements:

• High school diploma or equivalent

• Three or more years of utility related experience or the equivalent combination of education and/or utility experience

• Strong interpersonal and customer service skills with experience communicating difficult messages in person and by phone.

• Strong organizational and time management skills

• Computer skills, including knowledge of the Microsoft Office Suite

• Valid driver’s license

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements: 

• 3+ years of utility specific construction (electric, gas, water and wastewater) and/or field experience dealing directly with internal and external customers

• Strong verbal and written communication skills

• Technical certification/ degree in HVAC, industrial electricity, pipe fitting, plumbing technology or a related field

• Strong negotiation and conflict resolution skills

• Advanced proficiency with computer software such as GIS, PeopleSoft, Adobe Acrobat Pro, Microsoft Excel, Access, PowerPoint and others

About the Selection Process:

Phase 1 – Apply online at www.kub.org

Phase 2 – Experience, training, and education evaluation

Phase 3 – Interview with department representatives

Phase 4 – Written, performance, and behavioral exercises

Phase 5 – Background Investigation

Phase 6 – Physical assessment and/or drug screen*

*KUB is part of the Tennessee Drug Free Workplace Program

If special accommodations are needed at any phase of the selection process, please notify Human Resources in advance.

Knoxville Utilities Board is an Equal Opportunity Employer