Customer Service Representative

The City of Cedar Rapids is seeking a customer-focused Customer Service Representative to support daily operations within our Utilities Department. In this role, you’ll serve as a key point of contact for residents—answering calls, assisting with utility services, billing questions, and payment arrangements, and helping resolve customer concerns with professionalism and care. You’ll work collaboratively with a call center team to provide accurate information, maintain customer records, and ensure consistent, high-quality service.

If you enjoy helping people, communicating clearly, and contributing to essential city services that impact our community every day—we encourage you to apply.

• Assists in daily operations and programs for assigned areas.
• Answers phone calls from customers and manages customer accounts; sets up new accounts and finalizes accounts as needed
• Performs professional and confidential administrative duties
• Maintains customer records and information systems data
• Utilizes information systems, rules, regulations, policies, and procedures to answer inquiries
• Prepares correspondence, reports, lists, and other documents
• Gathers, assembles, updates, distributes, and/or files a variety of information, forms, records, and data as requested
• Performs related work as required

• High school diploma or equivalency and1-3 years of experience in a customer facing role or
• An equivalent combination of education and/or experience (i.e., one year of relevant experience may substitute for one year of education)
• Excellent written, verbal, and interpersonal communication skills
• Proficiency with Microsoft Office
• Ability to work collaboratively with a diverse population

• None

• Two years of post-secondary education in business administration, finance, or a related field
• Experience in a call center environment
• Experience in handling escalated customer issues
• Bilingual

• Monday to Friday 7:30 AM to 4:30 PM