HomeMy WebLinkAboutCustomer Service Representative - Transportation Services & Resource ManagementUpdated: March 2024
CITY OF IOWA CITY – JOB DESCRIPTION
Posi�on Title: Customer Service Representa�ve – Transporta�on
Services/Resource Management
Department: Transporta�on Services/Resource Management
Division: Parking /Resource Management
Supervisor: Resource Management Superintendent/Opera�ons Supervisor
FLSA: Non-Exempt
Civil Service: Yes
Pay Grade: 7
Job Number: 0718
Job Summary
The du�es of this posi�on center around the customer service func�ons within the
Transporta�on Services and Resource Management departments. The essen�al responsibili�es
fall in the general areas of customer service related to Parking, Transit, Landfill and Refuse
Collec�on opera�ons. This includes maintaining data within the parking management system,
answering incoming phone calls, giving out transit route and schedule informa�on and general
clerical du�es. This posi�on answers incoming phone calls, processes payments and greets walk
in customers.
Essen�al Job Du�es and Responsibili�es
The following duties are normal for this position. These are not to be construed as exclusive
or all-inclusive. Other duties may be required and assigned.
• Assists customers with Parking, Transit, Refuse and Landfill ques�ons including tows,
parking permits, parking meters, parking cita�ons, transit routes, refuse collec�on and
billing.
• Tracks and records parking �cket appeals.
• Processes bus pass sales and provides transit route informa�on to general public.
• Makes appointments for household hazardous waste program.
• Serves as first contact person for all walk-in visitors, answers mul�ple phone lines at all
�mes.
• Establishes new parking accounts, maintains parking wait lists, updates customer
parking accounts, mails out passes.
• Monitors, analyzes, adjusts and verifies accuracy of parking informa�on.
• Compiles sta�s�cs and other informa�on u�lizing data bases and spreadsheets.
• Operates scale to weigh refuse and other items brought in and out of the City Landfill by
customers.
• At the Landfill, prepares correct charge �ckets for separate items, collects fees.
• Prepares check requests, invoices for payment and P-card reconcilia�on for division
expenditures using an accoun�ng management program.
• Prepares bank deposits and processes and reconciles point of sale cash register.
• Sorts incoming mail and delivers mail to City Hall daily.
Updated: March 2024
• Monitors and orders paper, first aid/safety supplies and office supplies.
• Conducts self in a manner which promotes and supports diversity and inclusivity in the
workplace and community.
• Performs other du�es as assigned.
Minimum Education, Experience, Certification/Licensure, Other
• High school diploma or G.E.D. and one year of related experience or training; or
equivalent combina�on of educa�on and experience. Experience in customer service
and computer systems.
• Must pass criminal background check.
Preferred Education, Experience, Certification/Licensure, Other
• Associate’s degree from an accredited educa�onal ins�tu�on; or two years of related
experience and/or equivalent combina�on of educa�on and experience.
Knowledge, Skills, and Abili�es
• Ability to apply common sense understanding to carry out instruc�ons furnished in
writen, oral, or diagram form.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and
percentages.
• Ability to communicate tac�ully with co-workers and the general public.
• Ability to deal with problems involving several concrete variables in standardized
situa�ons.
• Ability to follow writen and oral instruc�ons.
• Ability to pay aten�on to detail and maintain accurate data while mul�-tasking between
tasks.
• Ability to read and interpret documents such as safety rules, opera�ng and maintenance
instruc�ons, and procedure manuals.
• Ability to record sta�s�cal informa�on and prepare reports using computer
spreadsheets and databases.
• Ability to reliably and predictably carry out du�es.
• Ability to write rou�ne reports and correspondence.
• Skill in using computers and applicable so�ware applica�ons (Microso� Office – Word,
Excel, Outlook).
Supervision
No supervision of direct reports.
Physical Demands
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential duties and responsibilities of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform
the essential duties and responsibilities.
Updated: March 2024
While performing the duties of this job, the employee is regularly required to talk or hear. The
employee is frequently required to sit; use hands to finger, handle, or feel and reach with hands
and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or
crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision
abilities required by this job include close vision, distance vision, color vision, depth perception
and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee
encounters while performing the essential duties and responsibilities of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
duties and responsibilities.
The noise level in the work environment is usually moderate. Duties are generally performed in
an office setting with a controlled environment. The job requires sitting for extended periods of
time and the work may expose the employee to unpleasant social situations and significant
work pace pressure.
Iowa City is an Equal Opportunity Employer. In compliance with the Americans with Disabilities
Act as Amended, the City will provide reasonable accommodations to qualified individuals with
disabilities and encourages both prospective and current employees to discuss potential
accommodations with the employer.
Reviewed/Approved by: Darian Nagle-Gamm, Transporta�on Services Director (4/2024)
I have read and understand the duties and requirements of this job description, and I
agree that I can perform the duties of this position with or without reasonable
accommodation.
Employee Date
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