Lead Rep, Customer Support

9 hours ago

Fort Collins, CO, United States City of Fort Collins Full time
POSITION TITLE: Lead Rep, Customer Support (Full-Time Regular) (Classified)
REQUISITION #: req8272
DEPARTMENT: Utilities Customer Connections
LOCATION: 222 LAPORTE
BENEFIT CATEGORY: Classified (Non-CBU) View Classifications & Benefits
EMPLOYMENT TYPE: Full-Time Regular
ANNUAL SALARY RANGE: $49,979.00 - 74,970.00 (Salaries are paid biweekly)
ANNUAL ANTICIPATED HIRING RANGE: $56,000.00 - $69,000.00
SELECTION PROCESS: Application deadline is 3:00 p.m. MT on 1/5/2026.

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.

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
To learn more about The City of Fort Collins and Our Community, please read Our Community and Our Organization Brochure

Job Summary

The City of Fort Collins is seeking a Lead Customer Support Representative to provide lead-level operations and project support to Utilities Customer Care and Technology, with special emphasis on customer care and financial business processes, procedures, on-the-job training, and systems applications. This person will collaborate and coordinate in support of department goals and objectives, including excellent customer experience and service efficiency. This person may also supervise other staff members in some capacity.

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.
  • Acts as a subject matter expert (SME) of Utilities customer care systems and business processes and some system functionality.
  • Acts as cross-functional liaison and collaborates closely with other leads/SMEs to evaluate and implement business processes and procedures with a focus on impacts to the Cycle of Service, the customer experience and efficiency.
  • Proficient with job responsibilities and functionality of various customer care functions.
  • Provides administrator access to systems and troubleshoots problems as needed.
  • Assists with selection, testing, implementation and documentation of Utilities technology solutions, such as the customer information system, online applications, phone system, customer self-service, and other systems operated by Utilities to serve customers.
  • Assists with development of system requirements and potential configurations for optimal results. Provides input, identifies and recommends improvements to systems and business processes.
  • Assists with research, development and documentation of business processes and procedures to effectively lead others in customer care functions.
  • Provides on-the-job training and support for customer care employees on systems, solutions, processes and procedures.
  • Assists with development, on-the-job training and implementation of processes and practices to comply with local, state and federal laws and regulations.
  • Maintains effective communications and establishes strong, collaborative working relationships with other leads, leadership, internal and external customers, other Utilities/City departments and third-party vendors in achieving goals and objectives.
  • Demonstrates strong teamwork, organizational and leadership skills as indicated by managing priorities, meeting critical deadlines, collaborating whenever necessary, performing assignments with a minimum of direction, and appropriately delegating responsibilities to others as required.
  • Assists with workload volumes, as needed, and able to reprioritize functions as needed to best serve the customer.
  • Performs other duties 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
  • Knowledge and skills in process improvement tools and practices. Ability to analyze and interpret data.
  • Demonstrated knowledge of software and systems.
  • Thorough knowledge of Fort Collins Utilities systems, processes, and policies for providing customer care functions in delivering electric, water, stormwater, wastewater and broadband services.
  • Knowledge of customer and utility needs and Customer Care and Technology Cycle of Service in order to recommend system and operational changes to improve the customer experience and operational efficiency.
  • Ability to organize and manage projects.
  • Ability to train employees in on-the-job functions in a customer care environment, including:
  • -Knowledge of basic training methods, tools and learning styles
  • -Experience in developing and delivering facilitated on-the-job training
  • General knowledge of business and accounting.
  • General knowledge of collections
  • Ability to use standard business software applications.
  • Effective oral and written communication skills including ability to handle and defuse escalated customer interactions.
  • Superior teamwork focus with ability to identify and include other leads and stakeholders as needed.
Required Qualifications

MinimumPreferred

College degree or equivalent work experience. Some positions may require functionally related certification or advanced degrees

Experience Requirements
  • Three to five years of progressively responsible work experience. College-level or technical school courses in business or related field preferred; or equivalent combination of education and experience.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

The content in this posting was created for recruitment purposes. To view the full job description click the link below.

Lead Rep, 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 of Fort Collins is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to race, color, religion, creed, national origin or ancestry, sex, sexual orientation (including perceived sexual orientation), gender identity and expression, disability, age 40 years or older, pregnancy or related condition, genetic information, and, in certain specific circumstances, marriage to a coworker or any other status protected under federal, state, or local law.

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

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