Customer Service Specialist

Job Description:

Customer Service Specialist

Description

Several positions available with the Water Department, Consumer Services Division
Location: 4800 E 63rd St.
Pay: $19.27-$29.39 per hour

Schedule: Monday-Friday 8:00 a.m.-5:00 p.m.
Application Deadline: July 14, 2026

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About the Water Department

KC Water provides essential water, wastewater, and stormwater services to support the health, safety, and growth of the Kansas City region. The department is responsible for maintaining and operating extensive systems for water collection, treatment, and distribution, serving more than 170,000 residential and business customers, as well as regional partners. Funded through user fees, KC Water is committed to delivering high-quality service, ensuring reliable infrastructure, and investing in sustainable solutions to meet both current and future community needs.

Click here for more about this department

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What you'll do

• Other duties may be assigned.
• Communicate directly with customers via phone or in person in a professional and courteous manner.
• Responds to and composes professionally written communication via email and letters.
• Assists Customer Service Representatives in accurately and efficiently performing their responsibilities.
• Handles escalated calls from Customer Service Representatives.
• Investigates and resolves complex customer inquiries, requests, complaints, account and billing issues in a timely and accurate manner through research, account analysis, and referencing ordinances, policies and procedures.
• Investigates bad debt accounts, attaches documents to customer accounts, processes incoming / outgoing mail and return mail, processes requests submitted online and/or via the electronic work queue.
• Processes orders for installation, turn-on, discontinuation, or change in water services.
• Clearly and accurately records all customer interactions and changes to accounts, including complaints concerning billing, service rendered or service failures, and routes information to appropriate divisions for investigation or follow-up.
• Works as a member of a customer service delivery team.

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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 for applicants will call center experience

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