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: Join a team dedicated to delivering exceptional service and making a positive impact in the community. As the primary point of contact for residential, commercial, and small industrial customers, you’ll play a key role in resolving utility service concerns and building strong customer relationships. In this dynamic, customer-focused role, you’ll investigate and resolve issues related to billing, property concerns, construction and restoration, claims, and community activities. You’ll collaborate with internal teams and contractors to ensure projects are completed smoothly while keeping customers informed every step of the way.This position is ideal for someone who enjoys problem-solving, communicating with people, and working independently in a fast-paced environment. Opportunities include hands-on customer interaction, cross-functional collaboration, and involvement in storm response and community support efforts. Strong communication skills, professionalism, and a commitment to excellent customer service are essential for success.

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