HomeMy WebLinkAboutCustomer Service CoordinatorUpdated: March 2024
CITY OF IOWA CITY – JOB DESCRIPTION
Posi�on Title: Customer Service Coordinator
Department: Public Works
Division: Water
Supervisor: Assistant Superintendent – Water / Water Superintendent
FLSA: Non-Exempt
Civil Service: Yes
Pay Grade: 14
Job Number: 1406
Job Summary
Under general direc�on, coordinates the daily customer service opera�ons. Coordinates
informa�on between customer service, distribu�on, opera�ons and maintenance.
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.
• Par�cipates in training and direc�on of office, clerical and customer service personnel;
assures effec�ve and efficient water office billings, receivables, and services.
• Receives, screens and directs incoming calls; receives and assists customers regarding
inquiries, requests and complaints about the Water division policies, procedures and
services.
• Gathers background informa�on and responds appropriately; schedules appointments
as needed.
• Responds to customer complaints and ques�ons; resolves issues; enters homes to
inves�gate property damage or other customer complaints requiring one-on-one
communica�on.
• Performs front desk relief or fill-in du�es as needed.
• Performs project management of division projects related to distribu�on and water
service ac�vi�es.
• Inspects excava�ons, locate marks, meter exchanges and other miscellaneous water
distribu�on and service ac�vi�es.
• Ensures meter reading is done according to schedule, maintenance is completed, and
equipment is ordered.
• Works with contractors and developers on construc�on issues.
• Schedules work to assure �mely output; develops and monitors projects; prepares daily
assignments; communicates tasks to personnel.
• Assists with coordina�ng the loca�on of underground u�li�es.
• Inputs, reconciles and submits invoices and purchase card statements.
• Tracks and monitors customer service material and equipment inventories.
• Assists in budget planning and prepara�on.
• Review plats, maps, and new subdivisions.
Updated: March 2024
• Reviews �me sheets for customer service personnel for accuracy
• Composes and types rou�ne office correspondence and reports.
• Uses computer for spreadsheets, e-mails, documents, billing, asset management and
other applica�ons.
• Maintains safety programs and assists with safety procedures and policies.
• Assists in development of division procedures and policies.
• Assists with updates to the water specifica�ons.
• Reviews, maintains and presents daily logs, schedules and reports.
• 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
• Bachelor’s degree from an accredited educational institution; or four years of related
experience and/or equivalent combination of education and experience. Experience in
water system maintenance or related.
• State of Iowa DNR Grade II Water Distribu�on Cer�fica�on required within one year of
hire. State of Iowa DNR Grade III Water Distribu�on Cer�fica�on required within two
years of hire. Valid State of Iowa driver’s license with sa�sfactory driving record. National
Incident Management System Training ICS 100, IS 700 within two years of hire. Must be
18 years of age. Must pass criminal background check.
Preferred Education, Experience, Certification/Licensure, Other
• Bachelor’s degree from an accredited educational institution and one year of related
experience; or five years of related experience and/or equivalent combination of
education and experience.
Knowledge, Skills, and Abili�es
• Ability to apply concepts such as frac�ons, percentages, ra�os, and propor�ons to
prac�cal situa�ons.
• Ability to interpret a variety of instruc�ons furnished in writen, oral, diagram, or
schedule form.
• Ability to maintain inter- and intra-division/department confiden�ality.
• Ability to operate standard office equipment.
• Ability to read and understand technical materials in order to record work ac�vi�es,
keep records or operate a computer.
• Ability to reliably and predictably carry out du�es.
• Ability to solve prac�cal problems and deal with a variety of concrete variables in
situa�ons where only limited standardiza�on exists.
• Ability to speak effec�vely before groups of customers or employees of organiza�on.
• Ability to write rou�ne reports and correspondence.
• Knowledge of basic plumbing procedures and installing and maintaining water
distribu�on systems.
Updated: March 2024
• Knowledge of basic water treatment process, water service and distribu�on systems.
• Knowledge of financial record keeping procedures.
• Skill in collec�ng and compiling sta�s�cal data.
• Skill in reading water distribu�on maps and plats.
• Skill in using computers and applicable software applications (Microsoft Office – Word,
Excel, Outlook) and office management.
• Skill in verifying the accuracy of source documents and performing simple pos�ng
du�es.
Supervision
Involves leadership role such as regularly guiding, training, and providing direction to
permanent staff in completing basic, entry-level daily tasks and assignments. Does not carry out
disciplinary action, does not hire or fire, is not responsible for writing or delivering performance
review.
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.
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.
Updated: March 2024
Reviewed/Approved by: Ron Knoche, Public Works 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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