Customer Solutions Coordinator

City of Austin

12d • $27 - $32 • Hybrid

About The Position

JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. What Makes the City of Austin Special? Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation : Work in an environment where employees are valued and innovation thrives. Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits. Retirement Security: Plan for the future with the City of Austin Employees' Retirement System. Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure. Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support. Career Growth: Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country. Job Description: Customer Solutions Coordinator Purpose: Under general supervision, this position collaborates closely with supervisory and lead staff to assure sustained focus on providing quality service to 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 - Supervisor and/or Leadership Exercised: None. Under general supervision, this position collaborates closely with supervisory staff to assure quality service delivery to customers in all aspects of the administration of the Alarm Systems Ordinance in support of false alarm reduction initiatives for the Austin Police. This includes ensuring extensive communication, education and outreach activities in partnership with internal stakeholders and commercial and residential alarm users, execution of pre-legal processes for the collection of outstanding alarm fees and escalated Ordinance infractions, production of official notices and reports for submittal to City legal contacts, resolution of escalated customer service requests, and implementation of recommendations to improve operational policies and procedures.

Requirements

• 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.
• 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.
• Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.

Nice To Haves

• Experience with City, County, State, Federal or other public sector/governmental statutes and ordinances.
• Demonstrated experience producing and/or presenting audio/visual outreach materials and educational resources for public campaign
• Demonstrated experience mediating and/or negotiating fees and infractions with customers.
• Demonstrated experience utilizing Motorola Solutions PremierOne Customer Service Request, or similar customer service system
• Demonstrated experience developing and implementing improvements to service delivery deficiencies in such areas as collecting outstanding fees and conducting targeted outreach.
• Demonstrated experience with false alarm management software such as Cry Wolf.

Responsibilities

• 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.

Benefits

• generous leave
• work-life balance programs
• extensive benefits
• City of Austin Employees' Retirement System
• wellness programs
• on-site fitness centers
• mental health support
• professional development
• leadership opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees