HomeMy WebLinkAboutCustomer Service Representative - RevenueUpdated: August 2025 (Admin Review)
CITY OF IOWA CITY – JOB DESCRIPTION
Position Title: Customer Service Representative - 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 direction, provides information and assistance to customers regarding utility
questions and complaints. Processes utility billings and collection of utility accounts.
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.
• Signs up customers for services and answers questions and complaints from the public
and City employees concerning City policies and procedures regarding utility services;
directs unanswered problems and inquiries to appropriate City personnel.
• Processes landfill charge account applications and enters information into computer
system for landfill billings; monitors, analyzes, adjusts, and verifies accuracy of landfill
billing information.
• Notifies landfill charge account holder and collects on delinquent landfill accounts.
• Enters information into computer system for water billing, cash receipts, account
records; processes utility discounts; processes and reconciles daily cash receipts, utility
and parking receipts; verifies receipt of web payment into cash register system; prepares
bank deposit; processes and reconciles daily bank bag.
• Establishes new utility accounts; monitors, analyzes, adjusts and verifies accuracy of
utility information; resolves problems with high and low water meter readings or bills.
• Establishes utility payment plans in accordance with City policy.
• Initiates shutoff procedure of delinquent utility accounts and accounts that no longer
need service; notifies water plant of shutoff accounts and prepares notification to
customer.
• Notifies account holder and collects inactive delinquent utility accounts through lien
process or balance transfers.
• Enters new construction accounts and monitors account information throughout process
from installing water meter to final meter inspection.
• Performs utility bill adjustments; updates record accordingly.
• Establishes and maintains various correspondence files and statistical data; composes
and types variety of correspondence.
• Analyzes and processes utility automatic bank debit applications.
Updated: August 2025 (Admin Review)
• Accounts for unprocessed lock box payments; verifies and reconciles payments.
• Maintains accurate records on installation 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 professional manner which demonstrates courtesy and respect for all
community members and coworkers.
• Performs all other related duties 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 combination of education 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 educational institution; or two years of related
experience and/or equivalent combination of education and experience. Experience in
office setting and customer service.
Knowledge, Skills, and Abilities
• 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 instructions furnished in
written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized
situations.
• Ability to operate standard office equipment including computer, calculator, printers,
sealer, fax and copy machines in performance of duties.
• Ability to prepare written correspondence.
• 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 speak effectively before groups of customers or employees of organization.
• Knowledge of City utility procedures.
• Knowledge of financial record keeping procedures.
• Skill in using computers and applicable software applications (Microsoft Office – Word,
Excel, Outlook).
• Skill in verifying the accuracy of source documents and performing simple posting
duties.
Updated: August 2025 (Admin Review)
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 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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