TEMP - Admin II

City of Garland•Salt Lake City, UT

About The Position

Serves as the primary point of contact for residents regarding code compliance issues. The position manages inbound calls, online submissions, and digital communications related to code violations identified by Code Officers. It documents concerns, provides guidance to the public, and coordinates with internal departments and external partners to support timely resolution of violations. The role requires strong customer service skills, attention to detail, and the ability to manage high volumes of communication across multiple channels while maintaining professionalism in sensitive or escalated situations.

Requirements

High school diploma or GED.
Two years of customer service, call center, or public-facing experience, or an equivalent combination of education and experience sufficient to perform the essential functions.
Strong verbal and written communication skills across phone, email, and digital platforms.
Ability to manage high volumes of calls and electronic requests simultaneously.
Skill in de-escalating challenging or emotional customer interactions.
Working knowledge of case management or CRM systems.
Ability to document interactions accurately and thoroughly.
Ability to work collaboratively across departments.

Nice To Haves

Two to four years of experience in a high-volume call center or municipal customer service environment.
Experience with code enforcement, permitting, inspections, or municipal operations.
Familiarity with city geography and neighborhoods.
Bilingual in English and Spanish; strongly preferred.

Responsibilities

Receive and manage inbound calls related to code violations, including property maintenance, nuisance issues, and signage.
Monitor and respond to online service requests, emails, and citizen-reported concerns submitted through digital platforms and apps.
Accurately document customer interactions and service requests in appropriate tracking systems.
Explain code violations, processes, timelines, and compliance requirements to residents and property owners.
Coordinate with Code Enforcement Officers to relay information, updates, and service requests.
Work with internal departments and external partners to support resolution of violations.
Provide status updates to callers and digital requestors regarding open code cases.
Review and manage citizen-reported issues submitted through code reporting applications, ensuring proper routing and follow-up.
De-escalate difficult or frustrated customers and maintain a professional, solution-oriented approach.
Identify recurring issues or trends and communicate them to supervisors as needed.
Maintain organized records and ensure timely follow-up on outstanding cases.
Perform other duties as assigned.