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City of Austin - JOB DESCRIPTION

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Customer Service Associate
FLSA: Standard/Non-Exempt EEO Category: (60) Admin/Supp
Class Code: 10134 Salary Grade: GB9
Approved: Last Revised: November 05, 2019

Purpose:
 

Under general supervision, this position performs duties related to resolving customer inquiries and complaints.
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.
  1. Receives by email, fax, or phone, inquiries from customers, contractors, and other City departments.
  2. Researches information related to customer inquiries and complaints.
  3. Responds to customer requests or inquiries concerning services, equipment, and operations.
  4. Routes customer inquiries and complaints to appropriate staff member and/or department.
  5. Generates, routes, and monitors service requests.
  6. Types letters, memos, forms, and other correspondence.
  7. Files and retrieves documents, records, and reports.
  8. Maintains records, enters data, and retrieves data as needed.
Responsibilities - Supervisor 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 applicable processes, techniques, and methods.
  • Knowledge of City practices, policies, and procedures.
  • Knowledge of good customer relations practices.
  • Skill in oral and written communication.
  • Skill in using computers and related software.
  • Skill in handling multiple tasks and prioritizing.
  • Skill in handling conflict and uncertain situations.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to establish and maintain good working relationships with City employees and the public.
Minimum Qualifications:
 

Graduation from an accredited high school or equivalent, plus one (1) year of experience in customer service or a related field.
Licenses and Certifications Required:
  None.

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.