Customer Service Representative

Responsibilities

• Serve customers via telephone, walk-in, email, and written correspondence to resolve questions regarding billing, water quality, and general utility information.
• Maintain and update computerized customer and billing records using various applications including CIS, AMI, and GIS.
• Respond to service requests and prepare work orders for field staff through electronic service order systems.
• Coordinate responses to emergencies by determining the urgency of customer requests.
• Participate in accurate billing and collections of customer accounts.
• Provide support to walk-in customers, including receiving payments and balancing daily deposits.
• Compose and maintain efficient written and online records and files.

Requirements

• High school diploma or equivalent.
• Two years of customer service experience in a call center environment.
• Proficient communication, analytical, and decision-making skills.
• Knowledge of general billing and collections systems, including bookkeeping and math skills.
• Knowledge of Des Moines metro area streets and directions.
• Ability to read, write, and communicate effectively in English.

Preferred Qualifications

• Written and verbal bilingual skills (Spanish).

Benefits

• Comprehensive benefits program for eligible full-time employees.
• Vacation and sick leave.
• Health, dental, and vision insurance.
• Life insurance and accidental death and dismemberment (AD&D) coverage.
• Participation in the Iowa Public Employees’ Retirement System (IPERS).
• Long-term disability coverage.
• Deferred compensation with employer match.
• Tuition reimbursement and an employee assistance program.

About the Company

Des Moines Water Works (DMWW) is dedicated to delivering "Water You Can Trust for Life" to over 600,000 central Iowans. We value environmental stewardship and recognize that our employees are our greatest asset, supporting their professional growth and overall wellbeing.