Loading...
HomeMy WebLinkAboutCustomer Service CoordinatorUpdated: August 2025 (Admin Review) CITY OF IOWA CITY – JOB DESCRIPTION Position 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 direction, coordinates the daily customer service operations. Coordinates information between customer service, distribution, operations and maintenance. Essential Job Duties and Responsibilities 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. • Participates in training and direction of office, clerical and customer service personnel; assures effective 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 information and responds appropriately; schedules appointments as needed. • Responds to customer complaints and questions; resolves issues; enters homes to investigate property damage or other customer complaints requiring one-on-one communication. • Performs front desk relief or fill-in duties as needed. • Performs project management of division projects related to distribution and water service activities. • Inspects excavations, locate marks, meter exchanges and other miscellaneous water distribution and service activities. • Ensures meter reading is done according to schedule, maintenance is completed, and equipment is ordered. • Works with contractors and developers on construction issues. • Schedules work to assure timely output; develops and monitors projects; prepares daily assignments; communicates tasks to personnel. • Assists with coordinating the location of underground utilities. • Inputs, reconciles and submits invoices and purchase card statements. • Tracks and monitors customer service material and equipment inventories. • Assists in budget planning and preparation. • Review plats, maps, and new subdivisions. Updated: August 2025 (Admin Review) • Reviews time sheets for customer service personnel for accuracy • Composes and types routine office correspondence and reports. • Uses computer for spreadsheets, e-mails, documents, billing, asset management and other applications. • Maintains safety programs and assists with safety procedures and policies. • Assists in development of division procedures and policies. • Assists with updates to the water specifications. • Reviews, maintains and presents daily logs, schedules and reports. • Conducts self in a professional manner which demonstrates courtesy and respect for all community members and coworkers. • Performs other duties 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 Distribution Certification required within one year of hire. State of Iowa DNR Grade III Water Distribution Certification required within two years of hire. Valid State of Iowa driver’s license with satisfactory 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 Abilities • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. • Ability to maintain inter- and intra-division/department confidentiality. • Ability to operate standard office equipment. • Ability to read and understand technical materials in order to record work activities, keep records or operate a computer. • Ability to reliably and predictably carry out duties. • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. • Ability to speak effectively before groups of customers or employees of organization. • Ability to write routine reports and correspondence. • Knowledge of basic plumbing procedures and installing and maintaining water distribution systems. Updated: August 2025 (Admin Review) • Knowledge of basic water treatment process, water service and distribution systems. • Knowledge of financial record keeping procedures. • Skill in collecting and compiling statistical data. • Skill in reading water distribution 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 posting duties. 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: August 2025 (Admin Review) Reviewed/Approved by: Ron Knoche, Public Works Director (4/2024) I have read and understand the duties of this job description, and I agree that I can perform the duties of this position with or without reasonable accommodation. Employee Date ________________________________ __________________