Customer Solutions Coordinator (For City of Austin Employees Only)
: Job Details :

Posting Title Customer Solutions Coordinator (For City of Austin Employees Only) Job Requisition Number COA092773 Position Number 116727 Job Type Full-Time Division Name DSD-Prof Stnd & Code Connect Minimum Qualifications

* Graduation with a Bachelor's degree from an accredited college or university with major coursework in a field related to the job, plus three (3) years related experience.

* Experience may substitute for education up to four (4) years.

Licenses or Certifications:

None.

Notes to Applicants

Position Overview:

This position will be part of a Customer Service team who is knowledgeable and skilled in assisting with monitoring the Enterprise Service Bus (ESB) integration between CSR and AMANDA. Utilize reports, dashboards, web service error emails and system search features to monitor and identify incomplete AMANDA folders and failures.

This position will also include interpreting and applying city ordinances that pertain to, property maintenance, land use, zoning, and applicable fines and penalties. This position will educate residents on the process for quasi-judicial and judicial hearings/proceedings and provide real-time code case reviews including interpretation of case findings and related property information through the use of automated information tools, e.g. AMANDA, Excel, AMANDA, CSR, MicroStrategy and GIS tools.

Finally, this position will assist homeowners, business owners, contractors, event managers, neighborhood groups, and other area residents understand, and ensure compliance with applicable City and building codes when they build, demolish, remodel, or perform any construction in the City of Austin and when planning special events.

Please note:

The essential functions as described above are not all of the functions related to this position.

Employment Application:

The City of Austin Employment Application is an official document; incomplete applications will not be considered. A detailed, complete employment application is required.

* Please be sure to detail on the application all relevant employment to be considered as part of your qualifications. This detailed application will be evaluated for the qualifications and will be used to establish base pay if you are selected for this position.

* Be sure to provide job titles, number of employees supervised and employment dates for all jobs you wish to be considered. Describe your specific experience for each position including all job duties and responsibilities.

Working with the City of Austin provides a number of health and welfare benefits. Please click HERE for more information.

Post Interview Verification:

* If you are selected as the top candidate for a position, DSD-HR will contact the current and former employer, as well as the professional references listed in the application. Please ensure the contact information on the application is accurate.

* Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the application and a copy of your DD-214 if claiming veteran's preference.

Assessment(s): Candidates selected for interview may undergo a skill/competency-based assessment(s).

Critical Employee: Critical employees are considered necessary and vital and support activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.

THE DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS.

Pay Range

$26.61 - $31.87 per hour

Hours

Monday - Friday; 7:30 a.m. - 4:30 p.m.

Limited telework opportunities may exist.

Job Close Date 12/16/2024 Type of Posting Reserved for City Employees Department Development Services Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 6310 Wilhelmina Delco Dr., Austin, TX 78752 Preferred Qualifications

* Experience using the full Microsoft Office Suite including SharePoint, Teams, Forms, and Outlook

* Experience using AMANDA or another case management database software

* Experience using Motorola Premier One Customer Service Request or similar customer request management system

* Experience using Avaya One-X Communicator and agent or similar multi-line phone system

* Strong Customer service skills, specifically taking phone calls and providing live agent chat support in a call center or similar environment

* Ability to express empathy, self-control, use positive language and communicate clearly

* Bilingual - Speak, read, write English/Spanish

Duties, Functions and Responsibilities

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

* Communicates, mediates, and negotiates with customers to resolve complex customer service issues.

* Initiates the resolution of customer service issues.

* Recommends, anticipates, resolves, and facilitates improvements to service delivery deficiencies.

* Coordinates and trains personnel in effective communication/customer service/service delivery topics.

* Provides information to citizens, individually and in groups, regarding organization, service array, operations, laws, policies and procedures.

* Communicates with department, city public information and public education staff to promote core information/issue themes on community-wide level.

* Assists in policy/procedure development and implementation processes.

* Produces memos, letters, reports, other written material, or audio/visual material.

Responsibilities- Supervision and/or Leadership Exercised:

None.

Knowledge, Skills and Abilities

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

* Knowledge of city practice, policy, procedure, statutes, and ordinances.

* Skill in oral and written communication.

* Skill in using computers and related software applications.

* Skill in handling multiple tasks and prioritizing.

* Skill in handling conflict and uncertain situations.

* Skill in data analysis and problem solving.

* Ability to work with frequent interruptions and changes in priorities.

* Ability to train others.

* Ability to quickly recognize and analyze irregular events.

* Ability to establish and maintain effective communication and working relationships with city employees and the public.

Criminal Background Investigation This position does not require a Criminal Background Investigation EEO/ADA

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) ###-#### or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.