Meet Shelly. Shelly is a Customer Service Representative at Des Moines Water Works and has been helping customers for over five years. Shelly begins taking customers calls at 7:30 am. Monday mornings and the day after a holiday are usually the busiest days. Once, during a busy day, she took 100 calls by 10:30 am. Usually, she takes about 100 calls a day.
Shelly also takes care of customer requests that come via Des Moines Water Works’ website. These requests are for starting, stopping and transfer of service. Requests also come in for changes to a customer’s account information. These requests tend to be heavier towards the beginning of the month.
Shelly, along with other Customer Service Representatives, also assist customers who come to Des Moines Water Works in person for assistance. They may be coming in to bring in vouchers to assist with payment of their bill or to set up pay arrangements.
Shelly enjoys her job because she is able to talk to many people and no two calls are ever the same. Shelly says, “Every job is important at Des Moines Water Works, but the Customer Service department is the place that customers go to for answers and if I do not give them the correct information, then I am not doing my job.” Shelly also knows that she may be the only contact that a customer may have with Des Moines Water Works, so she tries to deliver the highest quality of service possible.
Des Moines Water Works Customer Service Representatives are available Monday through Friday, 7:30 am-5:30 pm, at (515) 283-8700 or in person at 2201 George Flagg Parkway, Des Moines, Iowa.