Customer Service Representative

Job Description:

Customer Service Representative

Description

Water Department - Consumer Services Division
Location: 4800 E 63rd St
Pay: $18.37-$28.01 per hour
Schedule: Monday-Friday 8:00a.m.-5:00p.m.
Application Deadline: June 12, 2026


Responsibilities

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What you'll do

• Communicate directly with customers by phone or in person in a professional and courteous manner, ensuring clear understanding and positive service experiences.
• Respond to customer inquiries by phone, email, and in person regarding water, sewer, and utility accounts; explain utility rates, billing procedures, payment options, and applicable policies to promote transparency and trust.
• Update and maintain customer account records through accurate data entry; clearly and accurately record all customer interactions, account changes, complaints, billing concerns, service issues, or service failures and route information to appropriate departments for follow-up or investigation.
• Process new service requests, including transfers, turn-ons, discontinuations, restorations, or changes in water service, ensuring timely and accurate account updates.
• Handle customer complaints and resolve billing or service issues in a timely and professional manner; assist customers with payment arrangements and delinquent account notices while maintaining confidentiality and compliance with utility regulations and policies.
• Generate service orders for meter field services related to meter readings, leaks, shut-offs, turn-ons, or service repairs; collaborate with other departments and work independently or as part of a service delivery team to ensure efficient operations.

What success looks like

• Customers receive accurate, respectful, and timely assistance across all service channels.
• Account records and service requests are entered correctly with minimal errors or rework.
• Billing and service issues are resolved efficiently, reducing repeat contacts and escalations.
• Field service orders are generated accurately and routed promptly.
• Confidential customer information is handled securely and in compliance with regulations.

What you get

• Stable municipal employment with long-term job security
• Meaningful public service work that directly supports residents
• Training on utility systems, billing processes, and customer service best practices
• Transferable skills in customer service, account management, and problem resolution
• Supportive team environment with clear expectations and structure
• Predictable scheduling that supports work-life balance

Why this role matters
Utility services are essential to daily life. This role ensures customers understand their accounts, services are processed correctly, and issues are resolved fairly, helping maintain trust between residents and the City.


Qualifications

REQUIRES

• High school graduation or GED and one (1) year of public or private sector experience in customer service work OR
• An equivalent combination of education and experience
• Ability to pass a background check as prescribed by the City

Other Information

Military veterans encouraged to apply

Why You'll Love Working with Us - Core Employee Benefits (Benefits offered to all permanent employees unless otherwise specified)

Comprehensive Health Coverage
Affordable medical, dental, and vision plans with multiple options and low employee contributions.

Generous Paid Time Off
Enjoy vacation, sick leave, and 13 paid holidays-with accruals that grow the longer you're with us.

Secure Retirement Planning
City-funded pension plan plus an optional 457 savings plan to help you build long-term financial security.

Support for Life's Big Moments
Paid parental and bereavement leave to help you navigate major life events with peace of mind.

Tuition Assistance
Get reimbursed for eligible education expenses-invest in your future while you work.

Income Protection
Short- and long-term disability coverage options to safeguard your earnings.

Life Insurance Provided
City-paid life insurance with the option to add more coverage for extra peace of mind.

Community Volunteer Leave
Take up to 8 hours annually to give back to causes you care about.

Want the Full Picture?
Click here for a complete benefits summary.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to [email protected] .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).