Customer Solutions Coordinator

Position Information Posting Title Customer Solutions Coordinator Job Requisition Number COA084499 Position Number 105797 Job Type Full-Time Division Name DSD Office of the Director Minimum Qualifications Education and/or Equivalent Experience: 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 The Development Services Department (DSD) assists homeowners, business owners, and contractors when they build, demolish, remodel or perform any type of construction to ensure compliance with applicable city and building codes. DSD is seeking a Customer Solutions Coordinator who will support and report directly to the Assistant Director over Land Development Review. This position performs professional-level work involving research and analysis of a variety of routine/semi-routine administrative and operational support duties in order to provide solution-oriented next-level support to our customers. This position requires strong business writing skills and the ability to clearly communicate at all levels of the organization. This position will also identify process improvements and assist with training staff and customers on processes and new technology. DUE TO COVID-19 interviews for Development Services are being conducted virtually via Microsoft Teams. Employment Application: Only complete applications will be considered. Be sure your employment history on the application includes your past job titles, employment dates, and a detailed summary of your job duties, functions and responsibilities. Although a resume is required, please take the time to ensure that the application, on its own, represents the best of your history and skills/abilities. Development Services may close the posting any time after seven days from the initial advertisement. Once a position is closed, no additional applications or application changes will be accepted. Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employer, as well as the references listed in your application. Please ensure that 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. Travel: If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations. Working with the City of Austin provides a number of health and welfare benefits. Please click HERE for more information. Pay Range Commensurate Hours Monday - Friday, 7:45AM- 4:45 PM. Job Close Date 12/03/2021 Type of Posting External Department Development Services Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 6310 Wilhemina Delco Dr., Austin Tx, 78752 - PDC Preferred Qualifications Experience providing customer service in a high volume, fast paced environment. Ability to handle conflict and uncertain situations. Ability to communicate effectively with a diverse group of key stakeholders via direct contact, email, or by telephone. Experience conducting research to resolve customer inquiries. Familiarity with the AMANDA application, GIS, and BlueBeam. Extensive knowledge of permitting and development process. Experience with the Land Development Code. Experience providing administrative support to executive level management. Ability to travel to more than one work location 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 American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or TTY (512) 974-2445. 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. Supplemental Questions Required fields are indicated with an asterisk (*). * This position requires 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 a maximum of four (4) years. Do you meet these requirements? Yes No * Please describe your experience delivering executive level administrative support in a professional office setting and providing in person and over the phone customer service in a high volume capacity. (Open Ended Question) * Which of the following best describes your proficiency with Microsoft Office Suite, specifically with Word, Excel, PowerPoint and Outlook? No experience Basic: create/edit simple documents, spreadsheets, emails, & simple presentations Intermediate: create/edit a variety of documents & spreadsheets; reformat document features such as color, font style and size of text, change page size/width, & filter/sort data fields create a variety of presentations, & reformat individual slides Advanced: create/edit complex documents, spreadsheets, presentations; integrate features such as tables, charts, mathematic formulas, hyperlinks, graphics; data/mail merge, import data from one document to another create/edit complex, professional-quality * Do you have knowledge and understanding of development processes? Yes No * Describe your experience with the City of Austin ''Amanda'' program? (Open Ended Question) * Please describe your customer service experience focusing on problem solving and resolutions with a diverse set of key stakeholders. (Open Ended Question) Optional & Required Documents Required Documents Cover Letter Resume Optional Documents

Created: 2021-11-29