Senior Customer Service Representative

DESCRIPTION

HIRING RANGE: $19.7167 - $24.1537 Hourly

FULL COMPENSATION RANGE: $19.7167 - $28.5908 Biweekly

This posting may close at any time once a sufficient number of applications have been received.

Join the City of Allen-a vibrant community of over 100,000 residents where strong economic growth, excellent schools, and an exceptional quality of life make it a great place to live, work, and play.

Our mission is simple: "To achieve excellence in managing community development and city services, continually enhancing the quality of life and public confidence."

At the City of Allen, our employees bring the PRIDE values to life:

• People First
  - Prioritizing others
• Respect
  - Treating everyone with courtesy and dignity
• Integrity
  - Serving with honesty and trust
• Deliver
  - Following through and exceeding expectations
• Excel
  - Driving innovation and continuous improvement

We do Work that
MATTERS! Join a team that serves our community and makes a real impact every day. Learn more about the City of Allen .

The purpose of this position is to assist with the operations of the Community Enhancement Department and the Code Compliance Division. This is accomplished by providing exceptional customer service, answering telephone calls, processing requests and inquiries and supporting staff. This position serves as a liaison between the public and the department, providing information, addressing complaints, and supporting department activities. Other duties may include processing permits and applications, managing records, general administrative activities and supporting environmental health, housing and neighborhood stabilization programs.

ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Serve as the primary point of contact for residents, contractors, business owners, and the public regarding code compliance and environmental health inquiries, complaints, and requests, addressing and resolving complaints or concerns in a professional and efficient manner.
• Respond to inquiries in a timely and professional manner via phone, email, or in-person. Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using department case management systems.
• Assist the public in understanding local codes, ordinances, and compliance procedures. Provide updates on the status of cases, inspections, and permits to the public and stakeholders.
• Manage sensitive and sometimes difficult situations, ensuring that customers feel heard, respected, and informed. Escalate complex or unresolved cases to appropriate supervisors or staff for further action.
• Enter data, update, and process code compliance cases, rental permits, and health permits in line with policies and procedures. Assist in the organization and maintenance of code enforcement case files, reports, and records in both physical and electronic formats.
• Prepare, proofread, and send official notices, letters, and other communications related to code violations and permitting actions.
• Assist with records management activities and ensure compliance with city policies and procedures, including assisting with research and responses to open records requests.
• Work closely with code compliance officers, health specialists, and other department staff to ensure the timely and accurate processing and program implementation.
• Collaborate with other city departments to resolve complex or overlapping issues regarding code violations.
• Assist with outreach and education programs…