Contact Center Representative II

Summary

To lead in assisting the Business Operations Manager and Department Managers in all office functions associated with the Neighborhood Standards, Commercial Standards and Housing Standards inspection programs, including, but not limited to, processing complaints, inspections, work orders, invoices, database management, substandard housing program, reporting, cash flow in receiving funds, making deposits and processing check requests and providing customer service by phone and in person. Provides advanced support to inspection staff in issuing notices, processing mail and providing complaint information received from citizenry.

Pay Range: (Depending on qualifications and experience)

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Lead day-to-day, multifunctional business and administrative support such as data entry, processing notices of violations, the issuance of work orders to city contractors for the abatement of ordinance violations and process miscellaneous mailings and interdepartmental communications.

• Process open records requests according to the Public Information Act.

• Act as a resource for Code Inspectors and Officers.

• Respond to general inquiries through answering telephone calls, e-mails or face-to-face communication and direct calls and inquiries to appropriate personnel.

• Explain and interpret code ordinances, policies and guidelines to citizens.

• Provide one-on-one interaction with customers and assist with processing permits/receipts for point-of-sale transactions.

• Create, prepare and maintain office files, including filing and updating personnel folders.

• Assist with analyzing and maintaining department accounting and budget records.

• Maintain data to generate reports, presentations, and assist with research and projects.

• Some financial reporting responsibilities and may be involved in processing deposits.

• May assist with accounts payables and receivables processing.

• Send, receive and distribute documents, including faxes and correspondence to appropriate department personnel.

• Provide support to departmental management and staff Copy, code, and route P-Card expenditures assigned to the department, as well as, reconcile monthly P-Card statements for staff approval.

• Assist with processing substandard red tag letter notifications and research

• May assist with the preparation of the Property Standards Board meetings Provide on-the-job training staff.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (G.E.D.)

• 4 years of administrative and/or call center experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience

• Some college courses completed or training beyond the high school level

• 4-6 years’ experience in bookkeeping, accounting, finance, customer service and/or administrative support

• Bilingual proficiency in Spanish and English preferred

Knowledge, Skills & Abilities

• Considerable knowledge of Code ordinances, violations and/or services Basic knowledge of cash handling procedures

• Basic knowledge of filing and indexing

• Skill in Microsoft Office (Excel, Word, Outlook, Access)

• Basic to intermediate skills in PC and systems application

• Good to excellent customer service and telephone etiquette skills

• Proficient oral and written communications skills

• Ability to multitask

• Ability to work independently and/or in a team environment

• Analytical skills for reviewing the integrity of information

• Ability to counsel and develop payment plan suggestions

Licenses and Certifications

• Valid Class C Texas driver's license

Physical Requirements / Work Environment

The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent works in a typical office environment; because the work environment requires face-to-face interaction with customers the incumbent may be exposed to high stress, non-violent confrontational situations. The incumbent is expected to adequately use verbal skills to defuse interpersonal confrontation or conflict.