Customer Service Specialist

summary

the purpose of this position is to provide general clerical and administrative support while providing back-up for accounts payable, utility billing, and permits. This position is the first point of contact for the general public coming into city hall and will be responsible for greeting customers, answering phone calls and responding to emails in a courteous and timely manner. The ideal candidate should have excellent customer service skills, be detail oriented, collaborative and demonstrate strong written and verbal communication skills.

essential and other important responsibilities and duties may include, but are not limited to, the following:

• provides excellent customer service to the public responding to inquiries regarding building and plan reviews, the permitting process and common code issues; reviews applications and plans for complete submittal; and responds to requests for information, answering questions and redirecting for further assistance.
• process utility bill payments as well as process accounts payable invoices on an as needed basis.
• collects and balances monies received from payments and general receipts; enters accounts payable information into computer system; runs reports and reconciles accounts.
• maintains and updates databases, spreadsheets, billing records, personal information, timesheets, records and files.
• answers main city customer service phone line and email inquires or directs to correct department.
• performs general clerical duties by entering data, making copies, preparing correspondence, scheduling calendars, arranging travel and training, maintaining files and arranging meetings; assists with preparation of agenda packet items.
• assists various departments with administrative functions and projects as needed.
• daily, on time attendance is required

receives direction from the city manager's office as assigned

exercises no supervision

• ability to learn building codes, city ordinances, and construction terminology, municipal permitting processes and accounts payable function.
• ability to learn municipal permitting processes
• ability to learn principles and practices of local government
• basic principals and practices of accounting.
• principles of business writing and report preparation
• principles and practices of excellent customer service
• principles and practices of general office procedures
• basic mathematics to calculate permits, process utility payments and accounts payable transactions
• ms office, databases, permit and inspection software

• communicate effectively, both orally and in writing
• establish and maintain effective relationships with customers, contractors and other city departments
• provide responsive customer service, maintaining a pleasant demeanor at all times
• manage multiple demands upon time and schedule
• operate standard office equipment
• plan, coordinate and execute essential job functions with limited supervision
• effectively compose and edit reports, business letters, departmental updates, newsletters and other related documents
• maintain mental capacity that permits making sound judgments regarding work
• demonstrate intrinsic motivation, high ethical and moral standards
• maintain a flexible schedule which may require evenings and/or weekends
• maintain regular, reliable attendance
• clear a post-offer drug test, criminal background and other appropriate testing and requirements.
• meet required deadlines, and to handle sensitive, confidential information

any equivalent combination of education, training and experience that would likely provide the required knowledge, skills and abilities to successfully perform the essential functions of the job is qualifying. A typical way to obtain the knowledge and abilities would be:

education and/or experience:

• this position requires a high school diploma or equivalent and one year experience working in a general office environment. Some college, experience working in a construction related field and municipal government experience in permits or planning is desired.
• bi-lingual is preferred
• must demonstrate excellent customer service and organizational skills and have regular, reliable attendance and ability to maintain confidentiality.

license or certificate:

• possession of an appropriate, valid texas driver's license
• icc permit technician certification or ability to obtain certification within one year of employment.

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