Customer Service Representative

Salary : $47,278.40 - $61,464.00 Annually
Location : Water Admin- 1111 Shaver Rd NE Cedar Rapids, IA
Job Type: Full-Time
Department: Utilities
Division: Water
Opening Date: 07/10/2026
Closing Date: 7/24/2026 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: NON_BARGAINING
Max Number of Applicants: 150

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.
About this Opportunity
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 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

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).

Applicants with Disabilities
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 (view our benefits summaries for more information: and )
• 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
• 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.

01


Which of the following best indicates your highest level of education?

• I do not have a High School diploma or GED
• High School diploma or GED
• Some college (at least the equivalent of 1 year)
• Associate's degree or vocational equivalent
• Bachelor's degree
• Master's degree or higher

02


What was your major or primary field of study?

• Business Administration, or Finance
• Other, related to Business Administration, or Finance
• Other major
• no degree

03


How many years of experience do you have in a customer service role (for example, assisting customers, clients, or residents in person, by phone, or by email)?

• Less than 1 year of experience
• At least 1 year of experience
• At least 3 years of experience
• At least 5 years of experience
• At least 7 years of experience
• At least 9 years of experience
• More than 10 years of experience

04


Please briefly describe your experience in customer-facing roles. You may include: The types of customers or members of the public you assisted. The setting (e.g., government office, call center, front desk, retail, etc.). And/or Examples of your responsibilities (answering questions, explaining processes or requirements, resolving issues, etc.).
05


Please select any of the following experiences you have: (Select all that apply)

• Working in a call center environment answering a high volume of inbound customer calls.
• Assisting customers with account or service start/stop requests (such as utilities, telecom, or similar services).
• Answering billing and payment questions and/or setting up payment arrangements with customers.
• Using multiple computer systems or software programs at the same time to research and update customer accounts.
• Maintaining accurate and confidential customer records or account information.
• Handling escalated or complex customer issues and helping resolve complaints.
• None of the above, but I have other similar experience.

06


Which non-English languages do you speak well enough to communicate in a work setting? (Select all that apply)

• Arabic
• French
• Kirundi
• Spanish
• Swahili
• Vietnamese
• Other Language Not Listed
• I only Speak English

07


Which of the following best describes your proficiency with Microsoft Office?

• Beginner - Able to perform basic tasks such as creating simple documents, entering data, sending emails, and using basic formatting.
• Intermediate - Comfortable with day-to-day use, including formatting documents, using basic formulas in Excel (e.g., SUM, AVERAGE), managing calendars, and creating standard presentations.
• Proficient - Regularly uses Microsoft Office in a professional setting; able to create complex documents, use intermediate Excel functions (e.g., IF statements), and manage data efficiently.
• Advanced - Highly skilled; able to use advanced Excel functions (e.g., VLOOKUP/XLOOKUP, data analysis tools), automate tasks, create polished reports/presentations, and troubleshoot issues.
• Expert - Deep expertise across multiple Office applications; designs complex spreadsheets and reporting tools, uses advanced automation (e.g., macros), and may train or support others.

08


How many years of experience do you have working in a call center environment?

• Less than 1 year of experience
• At least 1 year of experience
• At least 2 years of experience
• At least 3 years of experience
• At least 4 years of experience
• At least 5 years of experience
• More than 5 years of experience

09


If you have worked in a call center, what was your average daily call volume in that role?

• 0-15 calls per day
• 16-30 calls per day
• 31-45 calls per day
• More than 45 calls per day
• I have not worked in a call center

10


Please briefly describe your experience working in a call center environment. You may include: The type of call center (inbound, outbound, or both). The types of calls you handled (customer service, billing, technical support, etc.). Typical volume of calls per day, if known. And/Or Any experience using call center software or ticketing systems.
11


Please briefly describe any experience you have handling escalated customer issues or difficult situations.
12


Briefly describe your experience working collaboratively with diverse groups of people.
Required Question