Customer Solutions Coordinator, Austin, Texas

Created 10/18/2020
Reference 381532
Job type Full Time
Country United States
State Texas
City Austin
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 or Certifications:
  • None.

    Notes to Applicants

    This position is essential in facilitating the handling of the public's request to access government information as promptly as possible, according to the Texas Public Information Act. The person in this position is responsible for verifying the accuracy and completeness of critical documents and should be familiar with City of Austin practices, policies and procedures. In addition, this position would work closely with the Corporate Communication team to provide support on programs and projects to ensure department goals and objectives are on track with project scope, timelines and budget.

    Primary duties:
    - 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.

    APPLICATION :
    The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure that your application is a reflection of your entire work history. A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates. Any gaps in employment must have an explanation and dates of unemployment. Please be sure that your application is a reflection of your entire work history.

    Resumes will not be accepted. Statements such as "see resume" will not be accepted. You may use "N/A" for fields that are not applicable. Starting salary will be based on overall relevant experience from your employment application. Supplemental information or changes to your application will not be accepted after the job posting closes.

    The responses to the supplemental questions should reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.

    We reserve the right to verify high school and college education for the top candidate(s).
    If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference. www.austintexas.gov

    VETERAN INTERVIEW PREFERENCE :
    Military/Veterans must provide a copy of their DD214 verifying honorable discharge, at the time of initial interview to receive military/veteran interview preference.

    FAIR LABOR STANDARDS ACT :
    This position is classified as NON - EXEMPT .

    CLOSING OF REQUISITION :
    Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement.

    Pay Range
    Commensurate

    Hours
    Monday through Friday.
    8:00 a.m. to 5:00 p.m.

    Job Close Date 10/30/2020
    Type of Posting External
    Department Austin Energy
    Regular/Temporary Regular
    Grant Funded or Pooled Position Not Applicable
    Category Professional
    Location 721 Barton Springs Rd., Austin, TX 78704
    Preferred Qualifications
    • Experience with city practices, policy, procedure, statutes, and ordinances.
    • Skill in oral and written communication.
    • Experience working with the Texas Public Information Act
    • Experience coordinating a wide variety of personnel and/or programs
    • Experience representing department or agency before a wide variety of audiences such as governmental entities, citizen commissions, trade and community organizations, businesses and customers

    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- Supervision 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 does not require 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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation from an accredited four-year 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. Do you meet the minimum qualifications for this position?
  • Yes
  • No
* Briefly describe your understanding of the Texas Public Information Act, including deadlines surrounding the Act. Please include any work experience you have regarding the Texas Public Information Act.
(Open Ended Question)
* Describe your experience coordinating a wide variety of personnel and/or programs to accomplish an objective.
(Open Ended Question)
* Describe your experience representing a department or agency before a wide variety of audiences, which may include governmental entities, citizen commissions, trade and community organizations, businesses and/or customers.
(Open Ended Question)

Optional & Required Documents
Required Documents Optional Documents

Employer City of Austin, TX

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