Temporary - Customer Solutions Coordinator

Position Information Posting Title Temporary - Customer Solutions Coordinator Job Requisition Number COA084454 Position Number T58005 Job Type Full-Time Division Name Austin Code 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 and Certifications Required: None. Notes to Applicants This position will be responsible for providing enhanced code education and customer service by managing a dedicated phone line and email accessible to the public 5 days/week. This position will be part of a Customer Service team who is knowledgeable and skilled in interpreting and applying city ordinances that pertain to, property maintenance, land use, zoning, and applicable fines and penalties. In addition, 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, and other city resources and GIS tools. Finally, this position will provide basic guidance on the importance of taking corrective actions.Please note: The essential functions as described above are not all of the functions related to this position. Competency/Skills assessments will be required and evaluated as part of this hiring process. Austin Code reserves the right of the following: To fill similar positions within the Austin Code Department outside of the divisions listed above. To close this position at any time after seven (7) days. 90 day provision for additional vacancy: When the same or an additional vacancy occurs within a department in the same job title within 90 days after the start date of the top candidate, the hiring department may offer the additional position to another candidate from the same candidate pool. Regarding your application: When completing the City of Austin employment application, work experience must include month, date, and year.Please be sure that your application represents your entire work history. Incomplete applications will not be considered and statements such as "see résumé" will not be accepted. References must be a minimum of three (3) verifiable references who can verify your work experience i.e. (supervisor or direct report). While a cover letter and resume are required, they will not be used in place of a fully completed application. If you are selected as a top candidate, the following is required: Verification of your education (which may include high school transcripts, diploma, or GED, undergraduate and/or graduate degrees or transcripts) will be required. You must provide proof of education from an accredited organization/institution. A criminal background investigation (CBI). Please note: Austin Code Department locations are tobacco-free. Use of tobacco products and/or e-cigarettes/vaping is not permitted on any ACD worksite - including the parking lot or in any personal vehicle located on the premises. Pay Range $21.85 - $27.86 Hours Monday - Friday. 7:30 am - 4:30 pm.Evenings, weekends, and holidays may be required. Schedule subject to change based business needs. Job Close Date 12/05/2021 Type of Posting External Department Austin Code Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Professional Location 5202 E. Ben White Blvd, Ste. 550 - Austin, Texas 78704 Preferred Qualifications Experience using the full Microsoft Office Suite Experience using AMANDA or another case management database software Experience using MicroStrategy dashboards Experience using Avaya One-X Communicator and agent or similar multi-line phone system Excellent customer service skills, specifically taking phone calls 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 - Supervisor 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 has been approved for 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 * If identified as a top candidate, do you agree to a criminal background check (CBI)? Yes No * Describe your bilingual, English/Spanish fluency level. â—¦Speak, read, and write in both languages fluently â—¦Speak English and Spanish fluently â—¦Speak some Spanish â—¦Fluent in Spanish only â—¦Fluent in English only * Describe your customer service experience. Be sure to include any experience in a call center environment. (Open Ended Question) * Which best describes your experience with MicroStrategy or other business intelligence softwares? Extensive Intermediate Basic knowledge None * Describe your experience using AMANDA or any other case management systems. Please include the system(s) name and indicate the amount of time used. (Open Ended Question) * Please describe your experience, number of years, and types of VoIP Telephony systems you have used with an emphasis on Avaya One-X communicator and Agent or similar systems. (Open Ended Question) * Describe your experience with Microsoft Suite applications, specifically Word, Excel, Outlook, PowerPoint, SharePoint, and Microsoft Teams. Include your direct experience for each application and the version. (Open Ended Question) Optional & Required Documents Required Documents Cover Letter Resume Optional Documents

Created: 2021-11-29