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. About our Organization 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. About our Community 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! About this Opportunity Assists in daily operations and programs for assigned areas.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 Required Education and Experience * 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 Required Licenses or Certifications * None Desired Qualifications * 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 Work Schedule * Monday to Friday 7:30 AM to 4:30 PM