Lobby Customer Service Specialist (Customer Service Specialist)

Job Description:

Lobby Customer Service Specialist (Customer Service Specialist)

Description

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Water Department - Consumer Services Division
Location: 4800 E. 63rd St.
Pay: $19.27-$29.39 per hour *Starting salary depending on qualifications

Schedule: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline: May 5, 2026


Responsibilities

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What you'll do

• Communicate directly with customers in person, by phone, and in writing to provide clear, courteous, and accurate service
• Investigate and resolve customer inquiries related to billing, service changes, complaints, and account issues by reviewing records and applying ordinances, policies, and procedures
• Process service orders for installation, turn-on, discontinuation, or changes in water service to ensure customer requests are completed correctly and on time
• Accurately document all customer interactions and account updates, routing issues to appropriate divisions for follow-up or investigation
• Support Customer Service Representatives by assisting with account research, workload management, and daily service activities

What success looks like

• Customers receive accurate information and timely resolutions during lobby and phone interactions
• Account updates, service orders, and documentation are completed correctly with minimal rework
• Complex inquiries are researched thoroughly and resolved efficiently
• Written and verbal communication is professional, clear, and compliant with department standards
• You contribute positively as a reliable member of the customer service team

What you get

• Transparent hourly pay with a clearly defined salary range
• Stable weekday schedule that supports work-life balance
• Long-term job stability in an essential public service organization
• Opportunities to strengthen customer service, billing, and utility knowledge
• Supportive team environment with training and shared responsibility

Why this role matters
Customer interactions shape public trust. The Lobby Customer Service Specialist helps ensure residents receive respectful service, accurate information, and timely assistance when managing their water accounts. Your work directly supports customer satisfaction and efficient utility operations.
What you'll bring

• Strong customer service skills with the ability to communicate professionally in person, by phone, and in writing
• Ability to research account information, analyze billing issues, and apply policies accurately
• Attention to detail when documenting customer interactions and processing service requests
• Ability to work collaboratively as part of a customer service delivery team
• Comfort handling mail processing, electronic work queues, and routine office tasks

Qualifications

REQUIRES high school graduation and 3 years of public or private sector experience in customer service work at the level of Customer Service Representative or higher; OR an equivalent combination of education and responsible customer service experience at the level of Customer Service Representative or higher. Preference given to candidates with call center and KWIC experience.


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).