Customer Service Representative

Salary : $54,579.20 - $67,288.00 Annually
Location : Water Works Park, IA
Job Type: Full-time
Job Number:
Department: Customer Service
Division: Contact Center
Opening Date: 04/02/2025
Closing Date: 4/15/:00 PM Central

JOB SUMMARY
WHY DMWW?

Each employee plays a vital role at Des Moines Water Works. We want employees who are customer-centered and dedicated to our mission to provide Water You Can Trust for Life to 600,000 central Iowans. You are part of a team at DMWW that values environmental stewardship to protect our most natural resource - the water we depend upon for life - but also our company's most valuable resource - our people. Your overall wellbeing is important to us. DMWW wants you to be safe at work and to live a healthy life.

About the Position: Under the supervision of the Supervisor of Customer Service, directly serves customers via various customer channels, including telephone, walk-in, email, and other written correspondence while maintaining computerized customer and billing records. Resolves customer questions and issues by proficiently communicating utility information related to billing, water quality, and general utility information. Interacts with internal and external customers in a positive manner and upholds the utility's reputation. Provides communications and records support to the customer service field and Data Quality teams as well as communications support to the utility.

EXAMPLES OF ESSENTIAL JOB FUNCTIONS

• Fulfills customers' needs in person, over the telephone, by email, or with other written correspondence promptly and with adequate follow-up using various computer applications, including but not limited to: customer information system (CIS), meter reading database (AMI), mobile field application, geographical information system (GIS), and various online resources, with the goal of one-call resolution.
• Responds to service requests and informational inquiries of customers and prepares work orders for field staff through the use of an electronic field service order system. Determines urgency of requests and coordinates proper response to emergencies. Researches and prepares information needed by field personnel.
• Maintains and demonstrates awareness of the utility through a basic understanding of the operational areas of DMWW, billing practices including services and rates, water quality, and enforcement of DMWW's Rules and Regulations.
• Participates in the accurate billing and collections of customers' accounts.
• Provides customer service to walk-in customers and serves as a back up to the receptionist/cashier, including receiving items, announcing calls, directing visitors and couriers, accepting payments, and balancing daily deposits.
• Composes, interprets, and maintains efficient written and online records and files using computer applications.
• Assesses work procedures and processes to achieve efficiencies; recommends change.
• Maintains and updates customer records through the use of manual record systems, word processing, automatic meter reading, and customer information software.
• Performs other duties of a similar nature.

QUALIFICATIONS

Education:
High school diploma or equivalent.

Experience:
Two years of experience working in a customer service call center environment, where the job duties were customer service-related. Additional years of experience can be substituted for education.

Licenses/Certifications:

• None

PREFERRED QUALIFICATIONS:

• Written and verbal bilingual (Spanish) skills. Competency of language skills will be evaluated.

MINIMUM KNOWLEDGE/SKILLS REQUIRED

• Proficient communication skills
• Proficient analytical/decision-making skills
• Basic team skills
• Proficient human relations skills
• Basic planning and organization skills
• Office procedures and equipment skills
• Knowledge of general billing and collections systems, including bookkeeping principles and math skills
• Knowledge of Des Moines metro area streets and related directions
• Ability to read, write, communicate, and understand English

SUPPLEMENTAL INFORMATION
PHYSICAL REQUIREMENTS:

• Repetitive hand motions of relatively short duration

WORKING CONDITIONS:

• Frequently sits
• Occasionally stoops, kneels, crouches, reaches, stands, pushes and pulls
• Occasionally works overtime upon request

ENVIRONMENTAL CONDITIONS

• Office Environment

Des Moines Water Works is an Equal Opportunity Employer

The selection process consists of an evaluation of education and experience, an interview, completion of selected assessments and completion of a criminal background check, which includes a sex offender registry check. The selected Des Moines Water Works candidate must also be able to pass a preemployment drug screen and physical.
E-Verify Process:

Des Moines Water Works participates in E-Verify and will provide the Social Security
Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each applicant's Form I-9 to confirm work authorization. All candidates who are offered a position with Des Moines Water Works must complete Section 1 of Form I-9 along with the required proof of their right to work in the United States and proof of their identity prior to starting employment. Please be prepared to provide required documents as soon as possible after the job offer has been made. For additional information regarding acceptabledocuments for this purpose, please contact Human Resources at .
Des Moines Water Works offers a comprehensive benefits package to full-time employees. The benefits available include vacation, sick leave, life insurance and AD&D, health and dental insurance, vision insurance, IPERS retirement, long-term disability, deferred compensation match, tuition reimbursement, and an employee assistance program.