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HomeMy WebLinkAbout2026-04-20 I01H Job Description_Utility Customer Service LeadAGENDA ITEM: CITY OF WAUKEE, IOWA CITY COUNCIL MEETING COMMUNICATION MEETING DATE: April 20, 2026 AGENDA ITEM:Consideration of approval of a resolution approving a job description and pay grade [Utility Customer Service Lead] FORMAT:Consent Agenda SYNOPSIS INCLUDING PRO & CON: Job description for Utility Customer Service Lead has been created at the pay grade of N25. FISCAL IMPACT INCLUDING COST/BENEFIT ANALYSIS: COMMISSION/BOARD/COMMITTEE COMMENT: STAFF REVIEW AND COMMENT: The City Administrator, Finance Director and Human Resource Director recommend the approval of the job description and pay grade. RECOMMENDATION: Approve the resolution. ATTACHMENTS: I. Proposed Resolution II. Job Description – Utility Customer Service Lead PREPARED BY:Michelle Lindsay REVIEWED BY: I1H THE CITY OF WAUKEE, IOWA RESOLUTION 2026- APPROVING JOB DESCRIPTION AND PAY GRADE [UTILITY CUSTOMER SERVICE LEAD] IN THE NAME AND BY THE AUTHORITY OF THE CITY OF WAUKEE, IOWA WHEREAS, the City of Waukee, Dallas County, State of Iowa, is a duly organized Municipal Organization; AND, WHEREAS, the City Administrator, Finance Director, and Human Resources Director propose the creation of a Utility Customer Service Lead job description; AND, WHEREAS, the pay grade for the Utility Customer Service Lead shall be N25; AND, WHEREAS, the City Administrator, Finance Director and Human Resource Director recommend establishing the position and approving the job description and pay grade. NOW THEREFORE BE IT RESOLVED by the City Council of the City of Waukee, Iowa on this 20th day of April, 2026, that it hereby approves the job description and pay grade for Utility Customer Service Lead. ____________________________ Courtney Clarke, Mayor Attest: ___________________________________ Rebecca D. Schuett, City Clerk RESULTS OF VOTE: AYE NAY ABSENT ABSTAIN Kala Anderson Chris Crone Rob Grove Lori Lyon Anna Bergman Pierce Utility Customer Service Lead Page 1 Council Approved: 04-20-2026 City of Waukee JOB DESCRIPTION Job Title: Utility Customer Service Lead Reports to: Finance Director Dept/Div: Finance/Utility Billing Division Direct Reports: None Pay Grade: N25 FLSA Status: Non-Exempt JOB PURPOSE: Oversees and coordinates daily operations of the Utility Billing Division to ensure accurate, efficient, and compliant billing and exceptional customer service. Provides staff direction and training, resolves complex customer issues, administers accounts receivable and collections, and supports financial reporting. Serves as a liaison between utility divisions and customers, promoting high standards of service, operational effectiveness, and regulatory compliance in support of organizational goals. ESSENTIAL FUNCTIONS: (Order of Essential Functions does not indicate importance of functions.) 1. Plans, organizes, schedules, and provides oversight to utility billing division operations to achieve goals within available resources. Delegates work to subordinates, trains new employees, and provides input for annual performance evaluations of division staff. 2. Reviews and suggests updates to existing utility billing and customer service procedures, policies, and practices as necessary. 3. Researches account histories as required for billing errors and responds to elevated customer complaints. 4. Administers the collection of accounts receivable, long term payment arrangements, meter install/swaps, customer refunds, budget bill account reviews and approves disconnection of any utility services for nonpayment or failure to provide access to meters. 5. Files liens on properties with unpaid balances as necessary. Maintains routine collection efforts on all final utility accounts. 6. Sets up accounts for newly platted properties and ensures correct utility rates and taxes are assigned to applicable utility customers. 7. Assists with preparation of utility financial statements, customer contract/payment reconciliation, monthly sales reports and annual audit reports. 8. Acts as division liaison to Water, Sewer, and Storm Water Divisions. 9. When necessary, performs all duties of Utility Account Specialist which will include demonstrated proficiency in all aspects of utility billing functions and customer service. 10. Performs other duties or assumes other responsibilities as apparent or assigned. SUCCESS FACTORS: 1. Establish clear, open-minded, trustworthy, bias-free and customer-focused communication to ensure a welcoming and inclusive environment.Interacts effectively, professionally, and tactfully with the general public. 2. Safeguard confidential information and use it or disclose it only as expressly authorized or specifically required in the course of performing specific job duties. 3. Continually seek and accept opportunities for personal and professional growth. 4. Take action in solving problems while exhibiting judgment and a systematic approach to decision making; identify the important dimensions of a problem, determine potential causes, obtain relevant information and specify alternate solutions that result in effectiveness. 5. Confident in the use of computers and tablets and able to be trained in finance software required to complete the functions of the position. including the ability to compile information and to prepare reports. 6. Create positive energy in both individuals and groups to build high morale and group commitments to goals and objectives. 7. Demonstrate sound time-management skills by effectively and efficiently organizing, prioritizing, and completing multiple assignments in a timely manner. Utility Customer Service Lead Page 2 Council Approved: 04-20-2026 8. Contribute to overall City effectiveness by providing critical staff support to task forces and by participating, as necessary, in assisting all other teams. 9. Interact effectively, professionally, and tactfully with the general public. 10. Establish and maintain effective working relationships with all divisions and departments of the City and outside organizations. 11. Attentive to the City’s standards for customer service, accuracy, quality, efficiency and all City policies and procedures ensuring that all work performed meet those standards while exhibiting consistent treatment of all staff. QUALIFICATIONS: 1. Associate’s degree in accounting, business or related field. Equivalent work experience may be substituted in lieu of associate’s degree. 2. Two (2) years related work experience. Public sector experience preferred. PHYSICAL REQUIREMENTS: 1. Able to lift, carry, push and pull up to 10 pounds occasionally. 2. Able to function productively in a standard office environment accessing cabinets, shelving, work areas and office equipment. 3. Able to sit for long periods of time and to maintain focus on project such as computer screen. 4. Able to effectively communicate orally (in person and over the telephone) and in writing (using electronic devices and handwritten) in English with other employees and the community. WORKING CONDITIONS: 1. Climate controlled office with hazards typical to that environment. 2. Will be located in a multi-person office space with challenges and distractions typical to that environment. 3. Typical work hours will be 8:00 AM – 5:00 PM Monday through Friday with occasional evening hours. 4. To successfully fulfill the essential functions of this position, employee must maintain standard work hours within Waukee City Hall. I have read and understand the information contained in the Job Description. I understand that this Job Description is not intended and should not be construed as an exhaustive list of all the responsibilities, skills, efforts, or working conditions associated with this job. Also, while this list is intended to be an accurate reflection of the current job, the Employer reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed as directed by the Employer. I understand that I may be required to work overtime, different shifts or hours, outside the normally defined workday or work week. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate any employment at any time and for any reason and the Employer has a similar right. Signature Date The City of Waukee is an Equal Opportunity Employer. In compliance with Americans with Disabilities Act Amendments Act, the City will provide reasonable accommodations to qualified individuals with disabilities, and encourages prospective employees and job incumbents to discuss potential accommodations with the Employer.