Customer Service Representative I
City of Fort Wayne, Fort Wayne, IN, United States
Customer Service Representative I
Are you a customer-focused professional who thrives in a fast-paced environment? Do you communicate clearly, solve problems efficiently, and take pride in helping others? If so, we're looking for you. As a Customer Support Representative I
Account Support Professional (ASP), you will serve as a key point of contact between customers and City Utilities. In this entry-level role, you'll support customers across multiple service areas-handling inquiries, processing transactions, and ensuring a high level of service and accuracy in every interaction. Key Responsibilities Respond to inbound/outbound customer inquiries with professionalism, accuracy, and empathy Assist with account management, including payments, service start/stop/transfer requests, and billing questions Process payments, research discrepancies, and support customer assistance programs Explain billing, payment options, and basic collections processes Maintain accurate records in enterprise systems, including Customer Information System (CIS) documentation Coordinate service requests, meter changes, and field investigations Utilize tools such as GIS and utility dashboards to support customer needs Support walk-in customers and kiosk interactions while applying de-escalation techniques as needed Promote customer education, programs, and services while supporting satisfaction metrics What You Bring High school diploma or GED required Customer service experience preferred (3+ years strongly preferred) Experience with CRM, POS, or billing/account management systems preferred Strong communication, problem-solving, and multitasking skills Ability to manage high call volumes while maintaining quality and accuracy standards What Sets You Apart Empathetic and professional customer interaction skills Strong attention to detail and organizational ability Ability to navigate multiple systems and priorities simultaneously Sound judgment and the ability to resolve issues independently Work Expectations Performance is measured through metrics such as call volume, quality assurance, customer satisfaction (CSAT), and efficiency Regular use of multiple systems and detailed documentation required Occasional extended hours, training, or local travel may be required Why Join the City of Fort Wayne This role offers the opportunity to make a direct impact by helping customers navigate essential utility services. You'll gain valuable experience in a collaborative, service-driven environment while contributing to the daily operations that keep our community running. Equal Opportunity Employer
Are you a customer-focused professional who thrives in a fast-paced environment? Do you communicate clearly, solve problems efficiently, and take pride in helping others? If so, we're looking for you. As a Customer Support Representative I
Account Support Professional (ASP), you will serve as a key point of contact between customers and City Utilities. In this entry-level role, you'll support customers across multiple service areas-handling inquiries, processing transactions, and ensuring a high level of service and accuracy in every interaction. Key Responsibilities Respond to inbound/outbound customer inquiries with professionalism, accuracy, and empathy Assist with account management, including payments, service start/stop/transfer requests, and billing questions Process payments, research discrepancies, and support customer assistance programs Explain billing, payment options, and basic collections processes Maintain accurate records in enterprise systems, including Customer Information System (CIS) documentation Coordinate service requests, meter changes, and field investigations Utilize tools such as GIS and utility dashboards to support customer needs Support walk-in customers and kiosk interactions while applying de-escalation techniques as needed Promote customer education, programs, and services while supporting satisfaction metrics What You Bring High school diploma or GED required Customer service experience preferred (3+ years strongly preferred) Experience with CRM, POS, or billing/account management systems preferred Strong communication, problem-solving, and multitasking skills Ability to manage high call volumes while maintaining quality and accuracy standards What Sets You Apart Empathetic and professional customer interaction skills Strong attention to detail and organizational ability Ability to navigate multiple systems and priorities simultaneously Sound judgment and the ability to resolve issues independently Work Expectations Performance is measured through metrics such as call volume, quality assurance, customer satisfaction (CSAT), and efficiency Regular use of multiple systems and detailed documentation required Occasional extended hours, training, or local travel may be required Why Join the City of Fort Wayne This role offers the opportunity to make a direct impact by helping customers navigate essential utility services. You'll gain valuable experience in a collaborative, service-driven environment while contributing to the daily operations that keep our community running. Equal Opportunity Employer