Customer Service Representative

Why Work at Des Moines Water Works?

At Des Moines Water Works (DMWW), every employee plays a vital role in delivering Water You Can Trust for Life to over 600,000 central Iowans. We’re looking for team members who are customer-focused and committed to our mission.

When you join DMWW, you become part of a team that values environmental stewardship—protecting our most essential natural resource: water. Just as importantly, we recognize that our people are our greatest asset. Your wellbeing matters to us—from physical and psychological safety to wellness, fitness, and professional growth, we’re committed to supporting your health and development at work and beyond.

Under the supervision of the Supervisor of Customer Service, directly serves customers via various customer channels, including telephone, walk-in, email, and other written correspondence while maintaining computerized customer and billing records. Resolves customer questions and issues by proficiently communicating utility information related to billing, water quality, and general utility information. Interacts with internal and external customers in a positive manner and upholds the utility's reputation.

Provides communications and records support to the customer service field and Data Quality teams as well as communications support to the utility.

• Fulfills customers' needs in person, over the telephone, by email, or with other written correspondence promptly and with adequate follow-up using various computer applications, including but not limited to: customer information system (CIS), meter reading database (AMI), mobile field application, geographical information system (GIS), and various online resources, with the goal of one-call resolution.
• Responds to service requests and informational inquiries of customers and prepares work orders for field staff through the use of an electronic field service order system. Determines urgency of requests and coordinates proper response to emergencies. Researches and prepares information needed by field personnel.
• Maintains and demonstrates awareness of the utility through a basic understanding of the operational areas of DMWW, billing practices including services and rates, water quality, and enforcement of DMWW's Rules and Regulations.
• Participates in the accurate billing and collections of customers' accounts.
• Provides customer service to walk-in customers and serves as a back up to the receptionist/cashier, including receiving items, announcing calls, directing visitors and couriers, accepting payments, and balancing daily deposits.
• Composes, interprets, and maintains efficient written and online records and files using computer applications.
• Assesses work procedures and processes to achieve efficiencies; recommends change.
• Maintains and updates customer records through the use of manual record systems, word processing, automatic meter reading, and customer information software.
• Performs other duties of a similar nature.

High school diploma or equivalent.

Two years of experience working in a customer service call center environment, where the job duties were customer service-related. Additional years of experience can be substituted for education.

• None

• Written and verbal bilingual (Spanish) skills. Competency of language skills will be evaluated.

• Proficient communication skills
• Proficient analytical/decision-making skills
• Basic team skills
• Proficient human relations skills
• Basic planning and organization skills
• Office procedures and equipment skills
• Knowledge of general billing and collections systems, including bookkeeping principles and math skills
• Knowledge of Des Moines metro area streets and related directions
• Ability to read, write, communicate, and understand English

• Repetitive hand motions of relatively short duration

• Frequently sits
• Occasionally stoops, kneels, crouches, reaches, stands, pushes and pulls
• Occasionally works overtime upon request

• Office Environment

Des Moines Water Works is an Equal Opportunity

Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or protected veteran status, in accordance with applicable federal, state, and local laws.