Customer Service Specialist

Public Works TechnicianUnder general supervision of the Customer Service Supervisor, or designee, the Public Works Technician prepares and receives monies for meters, permits, applications, licenses, and utilities. Provides telephone and direct customer service information related to the Public Works Department. Maintains and updates databases, prepares department or division reports, spreadsheets, and updates records and files. Responsible for processing and managing applications for permits related to Public Works projects.Essential Job Functions & Other Important DutiesEssential Job Functions:Enters data to track information on permits, reviews, inspections for commercial and residential permits associated with Public Works.Tracks projects from initial application through issuance of permit final inspections.Reviews and processes permit applications for compliance, update permit ordinances, notify contractors of changes, and manage permit software.Reviews, accepts and processes permit applications and documents, assesses permitting fees, provides receipts for fees paid, provides change, and receipt of payment.Assists applicants with forms, technical questions, and understanding permit requirements and documentation.Maintains accurate records of all permit applications, approvals, and correspondence.Provides information for plans, records, permits and approvals to developers, contractors, and city departments.Responds to incoming inquiries via phone, email, and in-person regarding all Public Works services.Assists residents with service requests, complaints, and general questions, ensuring timely and accurate responses.Provides information, instruction and/or direction by telephone or direct contact related to the installation of water meters and fire hydrants meters.Serves as the front line of Public Works by answering phone calls, returning messages, responding to emails, and directing inquiries to the appropriate staff member.Dispatches on-call staff for after-hours emergencies regarding meters, water, or sewer.Maintains accurate records of customer interactions, service requests, and follow-up actions.Other Important Duties:Travels to run errands, pick up and deliver reports, mail, and supplies.Performs other related duties as assigned.Regular and consistent attendance for the assigned work hours is essential.Job RequirementsKnowledge, Skills, and Abilities: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.Skill in operating ten-key by touch.Education, Experience, and Certifications/Licenses:High School Diploma or G.E.D., and two (2) years customer service or cashiering experience; or equivalent combination of education and experience that support the ability to perform the essential functions and/or skills of the job.Must pass a pre-employment drug screening and/or physical exam.Must possess State of Texas Driver's License.Environmental Factors & Conditions/Physical RequirementsEnvironmental Factors and Conditions:Work is performed in an office setting.May be exposed to hostile or angry citizens and defendants.Physical Demands:Crouching – bending body forward by bending leg, spine.Fingering – picking, pinching, typing, working with fingers rather than hand.Handling – picking, holding, or working with whole 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.Standing – for sustained periods of time.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:Light Work: Exerting up to 20 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.