Customer Solutions Coordinator

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.

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 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.
  

Minimum Qualifications:

• 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.
  

Licenses and Certifications Required:

None.

Preferred Qualifications:

• 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.
  

Notes to Candidate:

Location: 6310 Wilhelmina Delco Dr, Austin, TX 78752
Hours: Hybrid, 8:00am -5:00pm and teleworking
Payrate: $26.86- $32.43

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. 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.

City of Austin Application:
A complete and detailed City of Austin employment application is required to help us better evaluate your qualifications. For each position,
please describe your specific experience as it relates to the minimum and preferred qualifications. Please be thorough in completing the
employment application and list all experience and education that is relevant to this position. Starting salary will be based on overall relevant
experience and education. Application must include job titles, job duties performed, full or part time status. Your work history should include
the duties you performed, any supervisory or lead responsibilities, and any equipment or computer software used.

CBI:
Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due
to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony
Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal
Offense (Felony or Misdemeanor), and Family Violence Convictions. Please Click here to find more information.

Secondary Employment:
All Austin Police employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an
employee’s duty and responsibility to the Department.

• APD must review all secondary employment.
  
• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with APD, as well as current APD employees considering Secondary employment.
  

Benefits:
Working with the Austin Police Department provides a number of health and welfare benefits, such as medical, paid leave time, retirement
plan, training opportunities and more. Please click here to find more information.
To learn more about working with the City of Austin, click here to watch a short video!

Travel:
If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when
necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

EEO/AA statement:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the
application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Important Note to Applicants:
Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date
listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable
in the system.

EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2025-12-25

• 

• City of Austin

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