Customer Service
Who is Customer Service?
The Customer Service mission is to ensure a positive customer experience for all customers of Des Moines Water Works. The Customer Service team works to deliver high-quality service, as measured by customer satisfaction with resolution, timeliness of resolving issues, and offering solutions in a professional and cost effective manner.
The Customer Service Team:
The team is divided into four key areas:
Contact Center
Our Contact Center handles customer inquiries made in the office, over the telephone, and by internet—over 700 in a typical day! Within the Contact Center, Customer Service Representatives create the best solutions for customers in terms of developing pay arrangements, providing information regarding water service, etc.
Field Service
Field Service is a team of experts who address customers’ needs at their home or business, including installing and repairing meter reading equipment, installing and replacing meters, turning water on and off, etc. Field Service Workers must demonstrate mechanical and technical competencies related to the job, and must be comfortable with face-to-face contact with a diverse customer base.
Data Quality
Des Moines Water Works has over 80,000 customers—a large customer base to manage! Data Quality ensures the integrity of all customer data, from accurate billings to identifying and resolving unusual account activity. Data Quality Specialists and Customer Service Coordinators work daily exception reports to identify unusual situations that require further research and correction, complete service orders submitted by the field service team, conduct group and one-on-one training with Customer Service Representatives, and provide set up support and user testing prior to implementation of new service contracts with our suburbs.
Meter Reading
Our Meter Reading team obtains meter reads for properties that do not have automated meter reading. This team braves the extremes of inclement Iowa weather (from humid summers to freezing winters) to obtain an accurate and timely meter read for customers utilizing receptacle or touchpad technology. Meter Readers must be able to physically and efficiently perform their responsibilities, even in inclement conditions. Because of the potential of customer interaction while on a route, Meter Readers must also be good communicators.
What it’s Like to Work in Customer Service at DMWW:
As you can imagine, every day brings a new challenge to customer service, and there are no two days alike!
Are You Eager for a Career in Customer Service at DMWW?
In the office environment, employees typically begin in the Contact Center, and progress to Customer Service Coordinator or Data Quality Specialist; however, experience in other areas, such as automated meter reading, is also beneficial for advancement.
Field Service Workers typically hold an entry-level position elsewhere in the utility, such as Laborer in Water Production or Water Distribution, where they can demonstrate and strengthen their mechanical and technical skills. Within the Field Service team, Service Workers can advance to the position of Crew Leader.
Meter Readers are encouraged to advance to other positions in the utility, such as Water Distribution, or depending on the skill set acquired in previous jobs, Field Service Worker.
Job Descriptions
Crew Leader - Service
Customer Service Coordinator
Customer Service Representative
Data Quality Specialist
Director of Customer Service
Office Assistant - Customer Contact Center
Office Assistant - Customer Service
Office Assistant - Field Service and Meter Reading
Secretary - Customer Service
Serviceworker
Supervisor of Automatic Meter Reading
Supervisor of Customer Service
Supervisor of Field Customer Service