Senior Customer Service Representative

City of Allen•Allen, TX

1d•Onsite

About The Position

This position assists with the operations of the Community Enhancement Department and the Code Compliance Division by providing exceptional customer service, answering telephone calls, processing requests and inquiries, and supporting staff. This position serves as a liaison between the public and the department, providing information, addressing complaints, and supporting department activities. Other duties may include processing permits and applications, managing records, general administrative activities, and supporting environmental health, housing, and neighborhood stabilization programs.

Requirements

High School diploma or equivalent plus two (2) years of relevant work experience
Clear criminal background check and pre-employment drug screen
Excellent customer service skills, including answering phone calls and greeting visitors professionally
Strong verbal and written communication skills for interacting with the public, staff, and officials
Ability to handle inquiries, resolve issues, and provide accurate information
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other office software
Attention to detail and accuracy in processing mail and documents
Flexibility to perform other duties as assigned

Responsibilities

Serve as the primary point of contact for residents, contractors, business owners, and the public regarding code compliance and environmental health inquiries, complaints, and requests, addressing and resolving complaints or concerns in a professional and efficient manner.
Respond to inquiries in a timely and professional manner via phone, email, or in-person.
Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using department case management systems.
Assist the public in understanding local codes, ordinances, and compliance procedures.
Provide updates on the status of cases, inspections, and permits to the public and stakeholders.
Manage sensitive and sometimes difficult situations, ensuring that customers feel heard, respected, and informed.
Escalate complex or unresolved cases to appropriate supervisors or staff for further action.
Enter data, update, and process code compliance cases, rental permits, and health permits in line with policies and procedures.
Assist in the organization and maintenance of code enforcement case files, reports, and records in both physical and electronic formats.
Prepare, proofread, and send official notices, letters, and other communications related to code violations and permitting actions.
Assist with records management activities and ensure compliance with city policies and procedures, including assisting with research and responses to open records requests.
Work closely with code compliance officers, health specialists, and other department staff to ensure the timely and accurate processing and program implementation.
Collaborate with other city departments to resolve complex or overlapping issues regarding code violations.
Assist with outreach and education programs to inform the public about code requirements and department programs.
Identify patterns or recurring issues and recommend process improvements to enhance customer satisfaction and code compliance efforts.
Provide general administrative support as required by the department, including scheduling appointments, managing calendars, and handling inquiries from city officials.
Stay up-to-date with updates to local codes, ordinances, and best practices in code enforcement.