Senior Customer Service Representative

Job Title

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:

• P eople 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 at allentx.gov.

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.

The following duties 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 to inform the public about code requirements and department programs.

· Identify patterns or recurring issues and recommend process improvements to enhance customer satisfaction and code compliance efforts.

· Provide general administrative support as required by the department, including scheduling appointments, managing calendars, and handling inquiries from city officials.

· Stay up-to-date with updates to local codes, ordinances, and best practices in code enforcement.

Education and Experience Work requires broad knowledge in a general professional or technical field. Education and experience that provide the necessary knowledge and skills may also be considered, but a typical way to qualify is by obtaining:

· High School diploma or equivalent plus two (2) years of relevant work experience

Conditions of Employment

- Clear criminal background check and pre-employment drug screen

Skills, Knowledge and Abilities

· Excellent customer service skills, including answering phone calls and greeting visitors professionally

· Strong verbal and written communication skills for interacting with the public, staff, and officials

· Ability to handle inquiries, resolve issues, and provide accurate information

· Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other office software

· Attention to detail and accuracy in processing mail and documents

· Flexibility to perform other duties as assigned

Physical Demands and Work Environment This position is classified as sedentary and requires the physical ability to perform the essential functions of the role. Reasonable accommodations may be made to enable individuals to perform these functions. Typical physical demands include:

· Primarily sitting, with occasional walking or standing to access files or office areas

· Occasional bending, reaching, or stretching to retrieve materials or supplies

· Lifting or carrying items weighing up to 10–15 pounds, such as files or office supplies

· Frequent use of hands and fingers for typing, filing, copying, and operating office equipment

· Adequate vision and hearing to review documents and effectively communicate with staff and the public

Work is primarily performed in an office setting, with occasional work outside the office during programs, meetings, or special events. The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job.

This job description does not constitute an employment agreement between the City of Allen and employee and may be revised by the employer as needed.

The City of Allen is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, national origin, sex, religion, age, disability, genetic information, or military status in employment or in the provision of services.

The City of Allen participates in the federal E-Verify program to confirm the employment eligibility of all new hires. All applicants must be legally authorized to work in the United States.