HomeMy WebLinkAboutCustomer Service Representative - RevenueUpdated: March 2024
CITY OF IOWA CITY – JOB DESCRIPTION
Posi�on Title: Customer Service Representa�ve - Revenue
Department: Finance
Division: Revenue
Supervisor: Revenue and Risk Manager
FLSA: Non-Exempt
Civil Service: Yes
Pay Grade: 7
Job Number: 0717
Job Summary
Under general direc�on, provides informa�on and assistance to customers regarding u�lity
ques�ons and complaints. Processes u�lity billings and collec�on of u�lity accounts.
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.
• Signs up customers for services and answers ques�ons and complaints from the public
and City employees concerning City policies and procedures regarding u�lity services;
directs unanswered problems and inquiries to appropriate City personnel.
• Processes landfill charge account applica�ons and enters informa�on into computer
system for landfill billings; monitors, analyzes, adjusts, and verifies accuracy of landfill
billing informa�on.
• No�fies landfill charge account holder and collects on delinquent landfill accounts.
• Enters informa�on into computer system for water billing, cash receipts, account
records; processes u�lity discounts; processes and reconciles daily cash receipts, u�lity
and parking receipts; verifies receipt of web payment into cash register system; prepares
bank deposit; processes and reconciles daily bank bag.
• Establishes new u�lity accounts; monitors, analyzes, adjusts and verifies accuracy of
u�lity informa�on; resolves problems with high and low water meter readings or bills.
• Establishes u�lity payment plans in accordance with City policy.
• Ini�ates shutoff procedure of delinquent u�lity accounts and accounts that no longer
need service; no�fies water plant of shutoff accounts and prepares no�fica�on to
customer.
• No�fies account holder and collects inac�ve delinquent u�lity accounts through lien
process or balance transfers.
• Enters new construc�on accounts and monitors account informa�on throughout process
from installing water meter to final meter inspec�on.
• Performs u�lity bill adjustments; updates record accordingly.
• Establishes and maintains various correspondence files and sta�s�cal data; composes
and types variety of correspondence.
• Analyzes and processes u�lity automa�c bank debit applica�ons.
Updated: March 2024
• Accounts for unprocessed lock box payments; verifies and reconciles payments.
• Maintains accurate records on installa�on of new water meters and removal of old
meters.
• Prepares vendor invoices for payment.
• Processes and reconciles accounts payable and payroll checks.
• Provides cashier coverage during lunch and other breaks.
• Conducts self in a manner which promotes and supports diversity and inclusivity in the
workplace and community.
• Performs all other related 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 or
related field.
• 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. Experience in
office se�ng and customer service.
Knowledge, Skills, and Abili�es
• Ability to add, subtract, multiply, and divide in all units of measure, using whole
numbers, common fractions, and decimals, ability to calculate figures and amounts such
as discounts, interest, and percentages.
• Ability to apply common sense understanding to carry out instruc�ons furnished in
writen, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized
situa�ons.
• Ability to operate standard office equipment including computer, calculator, printers,
sealer, fax and copy machines in performance of du�es.
• Ability to prepare writen correspondence.
• 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 speak effec�vely before groups of customers or employees of organiza�on.
• Knowledge of City u�lity procedures.
• Knowledge of financial record keeping procedures.
• Skill in using computers and applicable so�ware applica�ons (Microso� Office – Word,
Excel, Outlook).
• Skill in verifying the accuracy of source documents and performing simple pos�ng
du�es.
Updated: March 2024
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.
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: Nicole Davies, Finance 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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