HomeMy WebLinkAboutFinance - Utility Customer Service LeadUtility 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.