Office Assistant-Customer Service

Why Work at Des Moines Water Works?
At Des Moines Water Works (DMWW), every employee plays a vital role in delivering Water You Can Trust for Life to over 600,000 central Iowans. We’re looking for team members who are customer-focused and committed to our mission.

When you join DMWW, you become part of a team that values environmental stewardship—protecting our most essential natural resource: water. Just as importantly, we recognize that our people are our greatest asset. Your wellbeing matters to us—from physical and psychological safety to wellness, fitness, and professional growth, we’re committed to supporting your health and development at work and beyond.

About the Position: Under the supervision of the Supervisor of Customer Service or Director of Customer Service & Marketing, provides assistance and administrative support to the Director, Customer Service Supervisor Team, and other Customer Service staff. Provides customer service to both internal and external customers.

• Provides support to Customer Service functions including: working at the DMWW Reception Desk, greeting customers, accepting payments and responding to service requests and inquiries from customers and DMWW personnel; determining urgency of request and communicating to appropriate personnel to ensure proper response (including emergency situations); researching and preparing information needed by Customer Service personnel; preparing work orders for field staff to complete in-home customer service; and retrieving and interpreting information for field personnel, customers, contractors, and other agencies
• Responds to customer inquiries related to the customer service operation; communicates information to customers regarding their responsibility for maintenance and repair of customer-owned water-related equipment; and provides standard information on departmental procedures, policies, and services upon request. Works with difficult or dissatisfied customers to resolve problems while maintaining/restoring the customer's goodwill
• Maintains and updates department and customer records using manual record systems, word processing, spreadsheets, and customer information software.
• Writes, edits, and proofs form letters, correspondence, memoranda, reports and other documents, designs forms and spreadsheets. Assists in evaluating and rewriting office and field customer service procedures.
• Performs general office duties that may include data entry, copying, and record keeping; running errands; submitting purchase requisitions and maintaining office supply inventory; designing and maintaining office filing systems, directing callers and guests to the appropriate personnel and/or taking messages.
• Completes other duties of a similar nature.

Education:

• High school diploma or equivalent.

Experience:

• Two years’ experience working in a customer service position that includes processing currency transaction duties. Additional experience may be substituted for education.

Licenses/Certifications:

• None required.

PREFERRED QUALIFICATIONS: 

• Written and verbal bilingual (Spanish) skills.  Competency of language skills will be evaluated.

PHYSICAL REQUIREMENTS:

• Performs work that is sedentary in nature.
• Performs tasks requiring repetitive hand motions.

WORKING CONDITIONS:

• Office or similar indoor environment

Des Moines Water Works is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or protected veteran status, in accordance with applicable federal, state, and local laws.

Selection Process: The hiring process includes a review of qualifications, interviews, and job-related assessments. The selected candidate must pass a criminal background check, which includes a sex offender registry search, a pre-employment drug screen, and physical examination.

E-Verify Participation: Des Moines Water Works participates in the federal E-Verify program. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. All candidates offered a position must complete Section 1 of Form I-9 and present documentation verifying their identity and eligibility to work in the United States prior to starting employment. For questions about acceptable documents, please contact Human Resources at 515-283-8717.