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HomeMy WebLinkAboutCustomer Service CoordinatorCITY OF IOWA CITY - Job Description Job Class #14-06 FLSA Non-Exempt Civil Service Identification Position Title: Customer Service Coordinator Department: Public Works Division: Water Supervisor: Assistant Superintendent – Water / Water Superintendent 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 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. 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. Job Class #14-06 Water Page 2 Updated 10/21/2021 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 manner which promotes and supports diversity and inclusivity in the workplace and community. Performs all other related duties as assigned. Physical and Environmental Conditions The physical demands and work environment conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job and are encountered while performing those essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, and talk and hear. The employee frequently is required to sit. The employee is occasionally required to stand, walk, reach with hands and arms; climb, balance, stoop, kneel, crouch, crawl, taste and smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate. Minimum Education, Experience and Certification One year of college or technical school from an educational institution accredited by a DOE recognized accreditation body or equivalent required. Three years of experience in water system maintenance or a related field required. Iowa DNR Grade II Water Distribution Certification required within one year of hire. Iowa DNR Grade III Water Distribution Certification required within two years of hire. Valid driver’s license with satisfactory driving record required. Must be 18 years of age per Iowa Code 92.8. Must pass criminal background check. Preferred Education, Experience and Certification Job Class #14-06 Water Page 3 Updated 10/21/2021 Associate degree from an educational institution accredited by a DOE recognized accreditation body preferred. Iowa DNR Grade II Water Distribution Certification. Five years of experience in water system maintenance or a related field required. Knowledge, Skills, and Abilities Basic knowledge of water treatment process, water service and distribution systems. Knowledge of basic plumbing procedures and installing and maintaining water distribution systems. Knowledge of financial record keeping procedures. Skills in reading water distribution maps and plats. Skills in collecting and compiling statistical data. Skill in verifying the accuracy of source documents and performing simple posting duties. Skills in communication and public relations. Ability to read and understand technical materials in order to record work activities, keep records or operate a computer. Ability to perform basic mathematical calculations. Ability to prepare written correspondence. Ability to operate standard office equipment. Skills in computer operations and related software and office management. Ability to maintain inter- and intra-division/department confidentiality. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position.