Classification: Customer Representative

Work Hours: 40+ hours / week
Hours ranging from 7am to 9pm Mon - Sat

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: Make every customer interaction count at KUB. Join our fast-paced call-center team as a KUB Fiber Customer Service Representative and become the voice our customers rely on for answers, solutions, and exceptional support. You’ll assist both internal and external customers, aiming to resolve issues on the first call while demonstrating urgency, ownership, and accountability. You’ll provide clear and accurate information about billing cycles, services, and processes, while also helping customers determine which products best meet their needs. Throughout every interaction, you’ll work to create a positive, confident, and seamless experience for the customers you assist. Strong communication, problem-solving, and conflict-resolution skills are key to thriving in this fast-paced, customer-focused environment. We’re looking for dependable team players who bring a positive attitude, strong attention to detail, and a commitment to excellent service. Consistent and punctual attendance is expected. To meet the needs of our customers, schedules may include nights, weekends, and overtime as needed, with core hours of operation from 7 a.m. to 9 p.m., Monday through Saturday. If you’re driven by helping people and solving problems, this is your opportunity to make an impact every day.

Physical Requirements:

Sedentary Work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Minimum Requirements:

• High School Diploma or equivalent

• Good written/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

• Valid driver's license (Required for Level II Customer Service Representative and above)

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

Preferred Requirements:

• Two (2) 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 (Outlook, Excel, Word, Access)

• Experience in web navigation, Peoplesoft CIS, and Omnia 360

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