Customer Service Representative
City of Cedar Rapids, IA, Cedar Rapids, Iowa, United States, 52404
Salary :
$45,676.80 - $59,384.00 Annually Location :
Water Admin- 1111 Shaver Rd NE Cedar Rapids, IA Job Type:
Full-Time Department:
Utilities Division:
Water Opening Date:
02/05/2026 Closing Date:
2/22/2026 11:59 PM Central FLSA:
Non-Exempt Bargaining Unit:
NON_BARGAINING
About
About 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. The City of Cedar Rapids does not offer sponsorship for employment authorization. Position Functions 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
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 in Spanish and English preferred.
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 319-286-5000 or by email at hr@cedar-rapids.org. 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
How many years of experience do you have in a customer-facing 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 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
02
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.). 03
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) Associates degree or vocational equivalent Bachelor's degree or higher
04
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.
05
Which of the following best describes your proficiency with Microsoft Office software?
Beginner Intermediate Proficient Advanced Expert
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
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
08
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
09
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. 10
Please briefly describe any experience you have handling escalated customer issues or difficult situations. Required Question
$45,676.80 - $59,384.00 Annually Location :
Water Admin- 1111 Shaver Rd NE Cedar Rapids, IA Job Type:
Full-Time Department:
Utilities Division:
Water Opening Date:
02/05/2026 Closing Date:
2/22/2026 11:59 PM Central FLSA:
Non-Exempt Bargaining Unit:
NON_BARGAINING
About
About 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. The City of Cedar Rapids does not offer sponsorship for employment authorization. Position Functions 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
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 in Spanish and English preferred.
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 319-286-5000 or by email at hr@cedar-rapids.org. 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
How many years of experience do you have in a customer-facing 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 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
02
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.). 03
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) Associates degree or vocational equivalent Bachelor's degree or higher
04
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.
05
Which of the following best describes your proficiency with Microsoft Office software?
Beginner Intermediate Proficient Advanced Expert
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
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
08
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
09
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. 10
Please briefly describe any experience you have handling escalated customer issues or difficult situations. Required Question