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Title: 615-Customer Service Specialist

Organization: Building Inspections/Permits

Department: Building Inspection/Permits

Location: Planning & Redevelopment Srvcs. City Plaza

Rate of Pay: 13.98

Job Summary

The Customer Services Specialist will provide a high level of service to patrons. The class will provide efficient, economical, and effective controls over the creation, distribution, organization, maintenance, use and disposition of all department records through a comprehensive system of integrated procedures for the management of records from their creation to their ultimate disposition, consistent with the requirements of the Texas Local Government Records Act, Texas State Library and Archives Commission, and other accepted records management practices. The class is responsible for answering calls and forwarding messages to the appropriate Department Division. The class works according to set procedures under direct supervision.

Competencies

• Customer Focus
• Effective Verbal & Written Communication
• Communication Management
• Time Management
• Ethical Practice
• Responsible
• Public Relations
• Trustworthiness

Key Functions/Knowledge/Skills

• Answers and screens phone calls; directing messages to the appropriate Department Division.
• Guides applicants to navigate the department website.
• Performs data entry functions.
• Maintains familiarity with changes in department programs and information.
• Maintains efficiency in call-taker duties as assigned.
• Process Open Records Requests to ensure requests handled in accordance with the Texas Public Information Act in a timely and accurate manner for internal and external customers.
• Searches and retrieves information from files, computer records, and other documents in response to specific requests.
• Releases information and documents in accordance with the Public Information Act and other applicable laws and procedures
• Access specific records for other members of the organization and the public.
• Digitize records with the appropriate software or technology.
• Classify, code, process, store, retrieve, and preserve or destroy records.
• Maintains positive customer relations through customer service.
• Maintain an organized inventory, directory, or index of all records.
• Maintain privacy and confidentiality by securing records.
• Verbal and written communication skills.
• Knowledge of Microsoft Suite (Word, Excel, PowerPoint).
• Knowledge of basic telephone skills and public relations.
• Knowledge of customer service principles.
• Ability to operate a personal computer, and document scanner.
• Ability to learn services, policies, and procedures.
• Ability to assist irate citizens with tact.
• Ability to verbally communicate clearly and effectively.
• Ability to establish and maintain effective working relationships with department customers and staff.
• Performs other duties as assigned.

Minimum Education & Experience

• High school diploma or GED equivalent (recognized by the Texas Education Agency or a regional accrediting agency).
• Two (2) years of experience dealing with the public servicing client/customer requests is preferred.
• Requires a minimum of one (1) year of professional experience with local government or a closely related field.
• Experience with records management of a private or public organization.
• Experience locating, filing, and associating records.

Special Certifications & Licenses

Valid Texas Driver’s License.

Independence & Judgement

Average judgment: must recognize and resolve problems such as bad grammar, type of procedure to apply, where to refer call or correspondence without specified destination, whether there is a problem/malfunction with a piece of equipment that needs attention, etc.; may involve freedom in selection of work methods among approved routines, setting of priorities, or sequencing of tasks within established schedules.

Initiative & Ingenuity

General guidelines: occasionally requires interpretation of available options to apply to non-standard situations; day-to-day work drives priorities.

Supervisory & Responsibility

Does not supervise.

Financial Responsibility

Does not deal with money.

Level & Frequency of Outside Contact

Frequent contact with the public or other organizations; interactions may require obtaining cooperation of people; courtesy and tact are required when dealing with moderately difficult or sensitive issues.

Physical Demands

Office job with little or occasional light physical effort; may require brief periods of heavy muscular exertion, such as standing, lifting, moving, pulling, pushing, etc. Ability to exert up to 25 lbs. of force occasionally to move objects.

Responsibility for Equipment & Property

Not responsible for any equipment or property.

Working Conditions

Office job, no adverse conditions.

Other Requirements

The City of Brownsville requires all employees to successfully pass a Drug & Alcohol and a physical examination and a Background Check.

ADA Requirements

The City of Brownsville is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

Benefits

The City of Brownsville participates in a generous retirement plan with retirement opportunities available at 5 years of service at age 60 or 20 years of service at any age. The City has an exceptional employee and family medical, dental, life insurance plan and vision plan for employee only with MetLife for those enrolled with health insurance. The City has partnered with Frontier Clinic at zero cost to employee and dependents under the health insurance. Pet supplemental insurance is offered as an employee contribution only. Employees may also contribute to deferred compensation plans from Equitable and supplemental insurance plans from AFLAC and Colonial Life. Full time employees have the opportunity to accumulate 10 sick days and 15 annual days per year. City of Brownsville offers Parental Leave concurrent with FMLA for qualifying employees. The city offers longevity pay and 100% Tuition Assistance capped at $5,000 yearly. Additionally, the City of Brownsville observes 14 holidays annually and two (2) floating holidays.

EEOC Statements

The City of Brownsville does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.