City of Idaho Falls, ID
Power/Fiber - Customer Services Representative
City of Idaho Falls, ID, Idaho Falls, Idaho, United States, 83401
Salary :
$50,419.20 - $61,880.00 Annually Location :
Idaho Falls, ID Job Type:
Full-Time Job Number:
2025-0806 Department:
Electric Division:
Fiber Departmen/Administration/Operating Expense Op Opening Date:
08/06/2025 Closing Date:
8/21/2025 11:59 PM Mountain
General Purpose
The City of Idaho Falls Power & Fiber is currently hiring a
Customer Service Representative . This position will perform a variety of duties related to the day-to-day activities associated with customer service, including energy efficiency programs, internet fiber network sign-ups and scheduling, customer inquiries, and general customer interactions. The role also involves technical work using telephones, billing and accounting systems, and computers to assist customers.
Essential Functions Provides first-level contact to the public; assists the customer to resolve various issues; identifies quickest course of action and necessary staff for timely resolution. Provides general education to customers and contractors regarding Idaho Falls Power (IFP) / Idaho Falls Fiber (IFF) policies and programs including, service policy, energy efficiency, etc.; staffs information booths for IFP / IFF at selected community events from time to time; provide facility tours and presentations, as needed. Professionally and politely greets office walk in traffic to assist them in their business needs including; providing policy information and answering simple questions, directing them to other staff that can assist them by giving contact information or calling other staff to assist the customer. Manages the front office area so non-employees do not gain unknown access to the rest of the building. Completes delinquent account disconnects and reconnections; works closely with credit office and city utilities about customer accounts. Serves as the department's primary contact to ensure cohesive customer service about customers' inquiries. Works to ensure the Division operates within the city's adopted policies and procedures. Works with IFP / IFF management and municipal services to refine and develop additional customer service policies and procedures as needed. Assists department personnel in record keeping and reporting related to energy efficiency programs. Assist in administering and promoting customer products, services and programs including: fiber optics, security lighting, EV charging, net-metering, etc.; by answering customer questions and recommending appropriate products, services and program options to customers. Works with customers to educate and assist them on how to sign up for fiber service. Coordinate with Fiber installation crews to schedule installation of new services and other maintenance needs with customers. Ensure proper billing and accounting for fiber services. Assists with activities related to Automated Metering Infrastructure (AMI) and Meter Data Management (MDM) Program. Receives outage related telephone calls during working hours, professionally communicates with customers to get needed information to dispatch appropriate personnel to restore service. Inputs and confirms outage data received from automated metering system and customer phone calls into outage management system and dispatches appropriate personnel as needed. Monitors outage management system prediction of device failure during outages. Utilizes designated communication tools to provide regular outage updates to customers and coordinate with internal staff. Collects information and assists with preparing internal correspondence including information for communication boards, newsletters, and other related items as directed. Monitors internal list and records reported burned out streetlights to provide to field staff for repair. Works within a variety of software systems for both power and fiber including Utopia's Customer Relation Management (CRM), Outage Management System, Cayenta, Google Sheets, Microsoft Teams, etc. Monitors cleanliness of building facility (both exterior and interior) to ensure a safe and presentable environment to public and staff. Clears snow and ice from sidewalks outside customer entrance, as needed. Works with the CSR Lead to hold and participate in customer outreach, marketing and communication events which may include nights and weekends. Ability to work flexible hours and schedule from week to week depending upon customer/community outreach events. Performs related duties as assigned. Minimum Qualifications 1.Education and Experience: A. Graduation from high school or equivalent; AND
B. Three (3) years of experience related to customer support, computer operations and/or related field. OR
C. An equivalent combination of education and experience; 2. Knowledge, Skills, and Abilities: Working knowledge of
communication equipment (phone, radio), computers and related computerized programs; telephone etiquette and effective communication methods and practices. Knowledge of the Outage Management and Meter Data Management systems, standard office software, i.e., MS Word, Excel, etc.; English composition, spelling, grammar, punctuation, etc.; interpersonal communication skills and telephone etiquette; standard office equipment operation and various call procedures. Ability to
receive telephone calls, determine nature of call and contact appropriate person; ability to communicate effectively with fellow employees and the public; good customer service skills; ability to keep written records of calls or messages; ability to operate a computer including general understanding of the GIS system, and Incident Management and Meter Data Management systems; ability to perform cleaning and janitorial tasks; ability to deal effectively with stressful emergency call communications. Ability to carry on an effective conversation with upset customers. Ability to develop and maintain effective working relationship with supervisors, fellow employees and the public. Skill in communicating effectively, verbally and in writing. Personable and capable of presenting programs and presentations to individuals or groups. 3. Special Qualifications: Must be able to work adjustable hours between 7:00 am and 5:00 pm Monday thru Friday including some weekends which may be set aside for events. Being bi-lingual is a highly preferred skill for this position.
Work Environment Incumbent of the position performs in a typical office setting with appropriate climate controls with periodic fieldwork subjected to variable weather. Tasks require variety of physical activities, periodically involving muscular strain, such as shoveling, walking, standing, stooping, sitting, climbing, carrying, reaching, and lifting (50 pounds). Talking, hearing and seeing essential to assigned duties. Rapid work speed required to perform keyboard operations. Common eye, hand, finger, dexterity required. Mental application utilizes memory for details, verbal instructions, emotional stability and discriminating thinking. The City of Idaho Falls offers a highly competitive benefits package including membership in the Public Employee Retirement System of Idaho, vacation, holiday, and sick leave as well as medical, dental, vision and life insurance. For further information regarding City of Idaho Falls benefits, visit the Benefits section of our web page.
Temporary jobs and part-time positions that regularly work less than 20 hours per week typically do not qualify for benefits.
$50,419.20 - $61,880.00 Annually Location :
Idaho Falls, ID Job Type:
Full-Time Job Number:
2025-0806 Department:
Electric Division:
Fiber Departmen/Administration/Operating Expense Op Opening Date:
08/06/2025 Closing Date:
8/21/2025 11:59 PM Mountain
General Purpose
The City of Idaho Falls Power & Fiber is currently hiring a
Customer Service Representative . This position will perform a variety of duties related to the day-to-day activities associated with customer service, including energy efficiency programs, internet fiber network sign-ups and scheduling, customer inquiries, and general customer interactions. The role also involves technical work using telephones, billing and accounting systems, and computers to assist customers.
Essential Functions Provides first-level contact to the public; assists the customer to resolve various issues; identifies quickest course of action and necessary staff for timely resolution. Provides general education to customers and contractors regarding Idaho Falls Power (IFP) / Idaho Falls Fiber (IFF) policies and programs including, service policy, energy efficiency, etc.; staffs information booths for IFP / IFF at selected community events from time to time; provide facility tours and presentations, as needed. Professionally and politely greets office walk in traffic to assist them in their business needs including; providing policy information and answering simple questions, directing them to other staff that can assist them by giving contact information or calling other staff to assist the customer. Manages the front office area so non-employees do not gain unknown access to the rest of the building. Completes delinquent account disconnects and reconnections; works closely with credit office and city utilities about customer accounts. Serves as the department's primary contact to ensure cohesive customer service about customers' inquiries. Works to ensure the Division operates within the city's adopted policies and procedures. Works with IFP / IFF management and municipal services to refine and develop additional customer service policies and procedures as needed. Assists department personnel in record keeping and reporting related to energy efficiency programs. Assist in administering and promoting customer products, services and programs including: fiber optics, security lighting, EV charging, net-metering, etc.; by answering customer questions and recommending appropriate products, services and program options to customers. Works with customers to educate and assist them on how to sign up for fiber service. Coordinate with Fiber installation crews to schedule installation of new services and other maintenance needs with customers. Ensure proper billing and accounting for fiber services. Assists with activities related to Automated Metering Infrastructure (AMI) and Meter Data Management (MDM) Program. Receives outage related telephone calls during working hours, professionally communicates with customers to get needed information to dispatch appropriate personnel to restore service. Inputs and confirms outage data received from automated metering system and customer phone calls into outage management system and dispatches appropriate personnel as needed. Monitors outage management system prediction of device failure during outages. Utilizes designated communication tools to provide regular outage updates to customers and coordinate with internal staff. Collects information and assists with preparing internal correspondence including information for communication boards, newsletters, and other related items as directed. Monitors internal list and records reported burned out streetlights to provide to field staff for repair. Works within a variety of software systems for both power and fiber including Utopia's Customer Relation Management (CRM), Outage Management System, Cayenta, Google Sheets, Microsoft Teams, etc. Monitors cleanliness of building facility (both exterior and interior) to ensure a safe and presentable environment to public and staff. Clears snow and ice from sidewalks outside customer entrance, as needed. Works with the CSR Lead to hold and participate in customer outreach, marketing and communication events which may include nights and weekends. Ability to work flexible hours and schedule from week to week depending upon customer/community outreach events. Performs related duties as assigned. Minimum Qualifications 1.Education and Experience: A. Graduation from high school or equivalent; AND
B. Three (3) years of experience related to customer support, computer operations and/or related field. OR
C. An equivalent combination of education and experience; 2. Knowledge, Skills, and Abilities: Working knowledge of
communication equipment (phone, radio), computers and related computerized programs; telephone etiquette and effective communication methods and practices. Knowledge of the Outage Management and Meter Data Management systems, standard office software, i.e., MS Word, Excel, etc.; English composition, spelling, grammar, punctuation, etc.; interpersonal communication skills and telephone etiquette; standard office equipment operation and various call procedures. Ability to
receive telephone calls, determine nature of call and contact appropriate person; ability to communicate effectively with fellow employees and the public; good customer service skills; ability to keep written records of calls or messages; ability to operate a computer including general understanding of the GIS system, and Incident Management and Meter Data Management systems; ability to perform cleaning and janitorial tasks; ability to deal effectively with stressful emergency call communications. Ability to carry on an effective conversation with upset customers. Ability to develop and maintain effective working relationship with supervisors, fellow employees and the public. Skill in communicating effectively, verbally and in writing. Personable and capable of presenting programs and presentations to individuals or groups. 3. Special Qualifications: Must be able to work adjustable hours between 7:00 am and 5:00 pm Monday thru Friday including some weekends which may be set aside for events. Being bi-lingual is a highly preferred skill for this position.
Work Environment Incumbent of the position performs in a typical office setting with appropriate climate controls with periodic fieldwork subjected to variable weather. Tasks require variety of physical activities, periodically involving muscular strain, such as shoveling, walking, standing, stooping, sitting, climbing, carrying, reaching, and lifting (50 pounds). Talking, hearing and seeing essential to assigned duties. Rapid work speed required to perform keyboard operations. Common eye, hand, finger, dexterity required. Mental application utilizes memory for details, verbal instructions, emotional stability and discriminating thinking. The City of Idaho Falls offers a highly competitive benefits package including membership in the Public Employee Retirement System of Idaho, vacation, holiday, and sick leave as well as medical, dental, vision and life insurance. For further information regarding City of Idaho Falls benefits, visit the Benefits section of our web page.
Temporary jobs and part-time positions that regularly work less than 20 hours per week typically do not qualify for benefits.