Rep II, Customer Support

POSITION TITLE: Rep II, Customer Support (Full-Time Regular) (Classified)
REQUISITION #: req8380
DEPARTMENT: Utilities Customer Connections
LOCATION: 222 LAPORTE
BENEFIT CATEGORY: Classified (Non-CBU) Classified Employee Benefit Highlights
EMPLOYMENT TYPE: Full-Time Regular
FLSA STATUS: Non-Exempt
ANNUAL SALARY RANGE: $41,710.00 - 62,566.00 (Salaries are paid biweekly)
ANNUAL ANTICIPATED HIRING RANGE: $44,00.00 - 55,000.00 (Salaries are paid biweekly)
SELECTION PROCESS: Application deadline is 3:00 p.m. MT on 3/17/2026. The City of Fort Collins is a bias-conscious employer. We ask that you please avoid the use of photos when submitting a resume and/or an application for employment. You will receive an email acknowledgment when you have successfully submitted an application. Your completed application will be forwarded to the hiring manager. You will be notified if you are selected for further testing or interviews. Please keep your contact information up-to-date. The status of your application will be updated in your applicant profile.

Post-Offer Requirements

• Background check (Background checks are considered in relation to the responsibilities and requirements of the position)

While the City of Fort Collins offers many remote and/or hybrid positions, all remote or hybrid work must be performed in the state of Colorado.

Why Work For the City of Fort Collins?

• Medical, dental, vision (for self, spouse, domestic partner, children) – eligible on the 1st of the month following date of hire
• Paid vacation, paid holidays, sick leave, and additional one-time bank of 40 PTO hours for new, full-time, Classified and Unclassified Management hires
• Retirement + company contributions – after 6 month probation period and immediate vesting
• Flexible spending: Medical expenses FSA, dependent FSA or both
• Employee Assistance Program: counseling, legal, financial assistance
• Life insurance, short-term and long-term disability
• Wellness program, workout facilities
• Employee/family onsite health clinic
• Learning and development opportunities at all levels in the organization with opportunities for career mobility
• Collaborative work environment

Job Summary

The City of Fort Collins Utilities is seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative II. In this role, you will play a pivotal role in ensuring top-tier customer service and responsiveness to meet the needs of our utilities customers. Your primary responsibilities will include answering incoming questions via phone, email and in person related to the stop/start of utilities services, addressing outage concerns, and providing assistance with billing inquiries. This position also requires cashiering on a regular rotational basis. This is a wonderful opportunity to be a part of a high-performing team dedicated to serving our community.

Essential Duties and Responsibilities

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.

• Assists internal and external customers which may include information about services, directions, registration, utility service, memberships and/or billing inquiries.
• Maintains member records in database and ensures administrative activities related to customer support programs are completed regularly and accurately.
• Monitors and maintains the general email inboxes and responds to inquiries promptly and courteously.
• Collaborates with other city departments to solve problems.
• Performs data entry and maintains databases and/or spreadsheets for the department.
• Performs administrative, general clerical and filing as needed.
• Performs cashiering on regular rotational basis.
• May conduct research and analyze processes to resolve customer issues and/or disputes.
• May administer and monitor programs relevant to the department's functions.
• May coordinate on-site initiatives and events that support customer support efforts and long-term engagement.
• Conducts financial transactions such as petty cash management, billing, fee processing or account balancing.
• May generate statements and/or reports.
• May produce materials which support customer service efforts, including assisting in the development of messaging, mailings and publications.
• Understand and interprets policies, procedures, codes and regulations.
• Performs other special projects as assigned.

Management Responsibilities

No

City Competencies

• Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds.
• Strong learning orientation. Leverages all resources and is creative in ways of learning for self to continue adapting to changing issues and trends.
• A desire and ability to understand the diverse needs of internal and external customers, and to create experiences and deliver services that exceed their expectations.
• A desire and ability to utilize digital tools for organizational information, individual, and teamwork.

Required Knowledge Skills and Abilities

• Specific knowledge of department related ordinances, policies, procedures, and regulations.
• Specific knowledge of services and products offered by the department/division.
• Ability to use Microsoft applications including Word, Excel, Outlook, and PowerPoint.
• Ability to perform basic math and accounting skills.
• Ability to use multiple technological systems to manage customer information and billing
• Knowledge of general office equipment operations.
• Works on assignments that are moderately difficult and require developed functional experience.
• Ability to work with minimal supervision as well as in a team setting.
• Data entry and spreadsheet development experience.
• Excellent customer service and communication skills.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to respond effectively to difficult or stressful situations, including deescalation of difficult customers.
• Ability to actively problem solve with limited guidance.
• Ability to assess and anticipate customer needs.
• Ability to identify and recommend process improvements.
• Ability to educate and sell products and services to customers.

Required Qualifications

Experience Requirements

• Minimum two (2) years customer service experience.

At the City, we are focused on finding the strongest candidate for the role, and we recognize that excellence can come from a wide variety of experiences and paths. When reviewing applications, we consider an equivalent combination of knowledge, skills, education, and lived experiences that align with the minimum qualifications. If you are interested in this opportunity, we encourage you to view your background broadly and highlight the skills and experiences that best prepare you for the role.

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Rep II, Customer Support

The City of Fort Collins will make reasonable accommodations for access to City services, programs and activities and will make special communication arrangements for persons with disabilities. Please call (970) 221-6535 for assistance.

Notice Regarding Medical and/or Recreational Marijuana Use
Because the possession and use of marijuana, whether for medical use or otherwise, constitutes a federal offense and because the City is a drug free workplace, the City will not accommodate the medical use of marijuana and enforces written policy prohibiting working for the City while marijuana is in the body. The fact that state law recognizes medical marijuana as a prescribed, or otherwise permitted, medication does not alter or otherwise change this policy.

The City is committed to equal employment opportunity for all applicants and employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment. The City does not tolerate behavior that results in the terms and conditions of employment being adversely impacted based on an employee’s protected status, or any behavior that violates this policy.

Consistent with the City’s respect for the rights and dignity of each employee, the City is committed to providing a work environment that is free from unlawful discrimination and harassment. The City prohibits discrimination or harassment based on protected characteristics, including race, color, national origin, ancestry, creed, religion, sex, sexual orientation (including perceived sexual orientation), gender, gender identity, gender expression, disability, age 40 years or older, pregnancy or related condition, military, veteran status or uniformed service member status, genetic information, marital status or any other status protected under federal, state or local law.

The City is committed to providing a healthy and safe work environment. In addition to the City’s commitment to equal opportunity employment, the City strictly prohibits discrimination or retaliation against an employee who raises any reasonable concern about workplace violations of government health or safety rules or a significant threat to the health or safety of City employees or the public, if the City controls the workplace conditions giving rise to the threat or violation.

Note: Some information in your application may be public information under the Colorado Open Records Act.