Sr. Customer Service Representative - Development Services

Sr. Customer Service Representative

Under general supervision of the Permit Services Supervisor, the Sr. Customer Service Representative prepares and receives monies for permits, applications, licenses, etc. Provides telephone and direct customer service information related to area of assignment. Maintains and updates databases, prepares department, division, or section reports, spreadsheets, and updates records and files. Handles escalated complaints and resolves more complex customer issues.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.

Essential Job Functions & Other Important Duties:

• Acts as front line of Development Services Customer Service by providing information, instruction and/or direction by telephone, email, or direct contact related to area of assignment.
• Handles escalated complaints and resolves more complex customer issues.
• Provides information for plans, records, permits and approvals to developers, contractors, City departments, and citizens.
• Trains and monitors Customer Services Representatives within Development Services.
• Researches and makes recommendations regarding billing, procedures, documentation, fees, especially when concerning software or other issues as they arise.
• Prepares fees, charges, and billing information for mailing.
• Assists customers with new contractor registration accounts and account renewal.
• Answers and directs telephone inquiries to appropriate staff member.
• Receives and prepares receipts for monies collected.
• Balances cash drawer and prepares bank deposits.
• Maintains and updates databases, spreadsheets, billing records, personal information, and records.

Other Important Duties:

• Brings daily deposits to the Finance Department.
• Maintains a safe, clean office environment.
• Monitors inventory levels of equipment and supplies.
• Communicates with supervisor(s) on issues that impact the operation of Development Services.
• Assists other employees or departments as needed.
• Performs other related duties as assigned.
• Regular and consistent attendance for the assigned work hours is essential.

Job Requirements:

• Knowledge of technical information and procedures related to area of assignment.
• Knowledge of computers and related equipment, hardware and software for area of assignment.
• Knowledge of customer service and public relations techniques.
• Knowledge of money handling policies and procedures.
• Knowledge of City policies and procedures.
• Skill in effective oral and written communications.
• Skill in effectively responding to or referring technical inquiries related to area of assignment.
• Skill in entering, maintaining, updating, and retrieving database information.
• Skill in computing accurate fees or payments due and providing receipts and change.
• Skill in resolving customer complaints and concerns.

Education, Experience, and Certifications/Licenses:

• High School Diploma or G.E.D., and three (3) years customer service or cashiering experience; or equivalent combination of education and experience.
• Experience with a municipality preferred.
• Experience with building inspections and permits preferred.
• Proficient in written and verbal Spanish preferred.
• Must pass a pre-employment drug screen, criminal background check, and MVR check.
• Must possess a valid State of Texas driver's license.

Environmental Factors & Conditions/Physical Requirements:

• Work is performed in an office setting.
• Crouching bending body forward by bending leg, spine.
• Fingering picking, pinching, typing, working with fingers rather than hand.
• Hearing 1 perceiving sounds at normal speaking levels, receive information.
• Kneeling bending legs at knee to come to rest at knees.
• Lifting raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
• Mental Acuity ability to make rational decisions through sound logic, deductive reasoning.
• Reaching extending hands or arms in any direction.
• Repetitive Motion substantial movements of wrists, hands, fingers.
• Speaking expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
• Stooping bending body downward, forward at waist, with full motion of lower extremities and back.
• Talking 1- expressing ideas by spoken word.
• Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
• Walking - on foot to accomplish tasks, long distances, or site to site.

Work Environment:

• Work performed is primarily light work, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.

Equipment and Tools Utilized:

• Equipment utilized includes computer, copier, calculator, fax machine and other standard office equipment.