Job description

Job Description
THE OPPORTUNITY: The City of Brownsville is in a transformative period driven by significant public and private investments such as the expansion of the Brownsville-South Padre Island Airport Terminal, Space X, the Port of Brownsville, Downtown Revitalization, and quality of life enhancements.
Our ideal candidate for Customer Services Specialist aspires to be a model of innovation, inclusion and empowerment who enables bold people and ideas to thrive. The Customer Services Specialist I will be a participatory leader: a results-oriented, relationship-building, self-aware team player who also possesses high integrity, politeness, and fostering trust by building relationships with tolerance, patience and support in order to provide the best value in service of the citizens of Brownsville.
The Customer Services Specialist is responsible for direct customer service activities involving the handling and intake of multi-department non-emergency requests and/or complaints regarding City services. Provides customers with as much information and direct service as possible without transferring the call to another person or department. This position reports to the Customer Service Supervisor.

COMPETENCIES:
Communications Management
Public Relations
Brand Management
Change Management
Customer Service
Professionalism
Critical Thinking

KEY FUNCTIONS/KNOWLEDGE/SKILLS:
Knowledge of basic telephone techniques and public relations.
Knowledge of customer service principles.
Ability to operate a computer keyboard and other basic office
equipment.

Skill in utilizing a personal computer and multi associated software
programs.
Ability to learn City departments, services, policies, and procedures.

Ability to assist irate citizens with tact.
Ability to respond to inquiries, complaints, and requests.
Ability to communicate clearly and effectively, verbally.
Ability to establish and maintain effective working relationships with
City staff and the general public.

ESSENTIAL FUNCTIONS & JOB SPECIFICATIONS:
Provides direct service to non-emergency public safety calls regarding City services, functions, etc.
Provides direct intake for internal and external departments.
Provides information regarding all City departments.
Provides information regarding activities conducted at City facilities.
Enters customer's call information into database for call-tracking and resolution reporting.
Provides customers with accurate information and explanation on planned course of action as a result of their call.
Follows-up on previous calls.
Maintains familiarity with changes in department programs and information.
Maintains efficiency in call-taker duties as assigned.
Provides timely and accurate information to departments as may be required.
Performs related duties and fulfills responsibilities as required.

MINIMUM REQUIREMENTS:
High school diploma or GED equivalent (recognized by the Texas Education Agency or a regional accrediting agency).
Two (2) years of experience dealing with the public servicing client/customer requests.
Bilingual in English and Spanish.
A Valid Texas Driver"s License

PHYSICAL REQUIREMENT:
Performs light work that involves walking or standing most of the time and involves exerting up to 20 pounds of force on a regular and recurring basis, or skill, adeptness and speed in the use of fingers, hands or limbs on repetitive operation electronic office machines or tools within moderate tolerances or limits of accuracy.

ADA COMPLIANCE:
The City of Brownsville is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

BENEFITS:
The City of Brownsville participates in a generous retirement plan with retirement opportunities available at 5 or 20 years of continuous service. The City has an exceptional employee and family medical and dental insurance plan. Employees may also contribute to deferred compensation plans from AXA Equitable or supplemental insurance plans from AFLAC and Colonial Life. Full time employees have the opportunity to accumulate 10 sick days and 10 annual days per year. Additionally, the City of Brownsville observes 12 holidays annually.

EEO STATEMENT:
The City of Brownsville does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.
Nothing in this job description restricts organization"s right to assign or reassign duties and responsibilities to this job at any time in order to develop our employees; This description reflects management"s assignment of essential functions, it does not prohibit or restrict the tasks that may be assigned; this job description is subject to change at any time.

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