Customer Service Representative

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.

At the City, we are committed to employing individuals who reflect our community's diverse backgrounds, and this position is crucial in the success and strategic direction of a growing and evolving community. We appreciate and leverage the vast experience individuals bring beyond the technical requirements of a job. If you are an individual with similar experience listed here please consider applying. Experience and skills combined with commitment to our core values is key to building a greater community now and for the next generation. Nestled in the heart of Iowa, Cedar Rapids is our vibrant and diverse community known for its rich history, culture, and natural beauty. Our city has a strong sense of community which can be seen at any of our numerous parks, recreational opportunities, and family-friendly events year round. You can also explore our thriving downtown district, filled with shops, restaurants, and entertainment options, or take a stroll along the Cedar River, which runs through the heart of the city. Cedar Rapids - Why you should live here!

Assists in daily operations and programs for assigned areas.

Essential Duties & Responsibilities

Job Duties and Responsibilities

• 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

Qualifications

Required Education and Experience

• High school diploma or equivalency and 1-3 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

Supplemental Information

Work Schedule

• Monday to Friday 7:30 AM to 4:30 PM

Equal Opportunity/Affirmative Action Statement

The City of Cedar Rapids is an equal opportunity/affirmative action employer. All job applicants will receive consideration for employment free from discrimination on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). We respect and value people with disabilities and are committed to providing a workplace culture of disability inclusion. People with disabilities are supported during the hiring process and are encouraged to apply for employment with the City of Cedar Rapids. In support of the Americans with Disabilities Act, reasonable accommodations will be provided to those in need of assistance with the application and interview process. To request an accommodation, contact the City's Human Resources department by phone at View phone number on click.appcast.io or by email at View email address on click.appcast.io.

We Offer Benefits and Beyond for Our Employees and Their Families!

• Multiple health insurance plans administered by Wellmark Blue Cross and Blue Shield with low employee premiums, deductibles, and co-insurance
• Expansive Wellness Program and low cost onsite exercise facilities
• Dental Insurance with Delta Dental of Iowa
• 100% city paid basic life insurance
• Other voluntary benefits offered including vision, long-term disability, and supplemental life insurance
• IPERS Retirement - Iowa Public Employees Retirement System, with contributions of 6.29% employee/ 9.44% City (IPERS)
• Deferred Compensation (IRS Section 457) retirement programs
• Generous paid time off AND 11 paid holidays per year
• Paid Parental Leave program with 4 weeks of paid time off
• Annual salary increases, AND an annual across-the-board increase (determined by available budget)
• Longevity Pay for years of service
• Educational assistance up to $3,000 per year
• A culture that is supportive and committed to professional development opportunities
• Public Service Loan Forgiveness – Employees may qualify for the PSLF program which forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments while working full-time for a qualifying employer. See more information here