HomeMy WebLinkAboutCustomer Service Representative - Transportation Services & Resource ManagementUpdated: August 2025 (Admin Review)
CITY OF IOWA CITY – JOB DESCRIPTION
Position Title: Customer Service Representative – Transportation
Services/Resource Management
Department: Transportation Services/Resource Management
Division: Parking /Resource Management
Supervisor: Resource Management Superintendent/Operations Supervisor
FLSA: Non-Exempt
Civil Service: Yes
Pay Grade: 7
Job Number: 0718
Job Summary
The duties of this position center around the customer service functions within the
Transportation Services and Resource Management departments. The essential responsibilities
fall in the general areas of customer service related to Parking, Transit, Landfill and Refuse
Collection operations. This includes maintaining data within the parking management system,
answering incoming phone calls, giving out transit route and schedule information and general
clerical duties. This position answers incoming phone calls, processes payments and greets walk
in customers.
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.
• Assists customers with Parking, Transit, Refuse and Landfill questions including tows,
parking permits, parking meters, parking citations, transit routes, refuse collection and
billing.
• Tracks and records parking ticket appeals.
• Processes bus pass sales and provides transit route information to general public.
• Makes appointments for household hazardous waste program.
• Serves as first contact person for all walk-in visitors, answers multiple phone lines at all
times.
• Establishes new parking accounts, maintains parking wait lists, updates customer
parking accounts, mails out passes.
• Monitors, analyzes, adjusts and verifies accuracy of parking information.
• Compiles statistics and other information utilizing 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 tickets for separate items, collects fees.
• Prepares check requests, invoices for payment and P-card reconciliation for division
expenditures using an accounting 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: August 2025 (Admin Review)
• Monitors and orders paper, first aid/safety supplies and office supplies.
• 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
• 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
and computer systems.
• 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.
Knowledge, Skills, and Abilities
• Ability to apply common sense understanding to carry out instructions furnished in
written, oral, or diagram form.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and
percentages.
• Ability to communicate tactfully with co-workers and the general public.
• Ability to deal with problems involving several concrete variables in standardized
situations.
• Ability to follow written and oral instructions.
• Ability to pay attention to detail and maintain accurate data while multi-tasking between
tasks.
• Ability to read and interpret documents such as safety rules, operating and maintenance
instructions, and procedure manuals.
• Ability to record statistical information and prepare reports using computer
spreadsheets and databases.
• Ability to reliably and predictably carry out duties.
• Ability to write routine reports and correspondence.
• Skill in using computers and applicable software applications (Microsoft 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: August 2025 (Admin Review)
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, Transportation Services Director (4/2024)
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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