Customer Services Specialist - Transportation & Infrastructure Management Center (TIMC)

Salary: $21.15 Hourly
Location : TX 78229, TX
Job Type: 4A Full-Time
Job Number: 2024-00496
Department: Public Works
Opening Date: 12/11/2023
Closing Date: 1/1/2024 11:59 PM Central
Grant Funded: No
FLSA Status: Non-Exempt
Job Summary
Under general supervision, is responsible for recording and following-up on citizens' complaints, questions, and requests regarding City services. Working conditions are primarily inside an office environment with occasional visits to outdoor sites. Exercises functional
supervision over assigned staff.
Work Location
3500 NW Loop 410 (Transguide), San Antonio, Texas 78229
Work Hours
Shiftwork, Nights, Weekends, and Holidays
Essential Job Functions

• Follows-up on citizens' complaints, requests, and inquiries to ensure that all concerns are satisfactorily resolved.
• Works with departments and divisions in the formulation of complaint handling procedures for customer service.
• May conduct on-site investigations of complaints.
• Attends citizen/neighborhood meetings to present and obtain information.
• Develops a database to provide accurate data regarding the number and type of complaints, locations, times, responses, recurrences, and actions taken.
• Confers with supervisory or managerial personnel to recommend changes in order to avoid recurring customer complaints.
• Performs related duties and fulfills responsibilities as required.

Job Requirements

• Two (2) years of college from an accredited college or university.
• Two (2) years of increasingly responsible experience in public information and customer assistance and use of computer data in the analysis of service delivery.
• Valid Class 'C' Texas Driver's License.

Applicant Information

• If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Knowledge, Skills, and Abilities

• Knowledge of proper interviewing techniques.
• Knowledge of modern office procedures and methods.
• Skill in utilizing a personal computer and associated software programs.
• Ability to operate a computer keyboard and other basic office equipment.
• Ability to learn City departments, services, policies, and procedures.
• Ability to communicate clearly and effectively.
• Ability to respond to inquiries, complaints, and requests for service in a fair, tactful, and firm manner.
• Ability to make sound decisions.
• Ability to communicate information to a group.

Benefits Information
The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one.
For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:
Note:

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information
The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.
If you require assistance at any stage of the application process due to a disability, please contact the so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.
01
Are you a current regular full time or part time CoSA employee?

• Yes - I am a Full Time City Employee.
• Yes - I am a Part Time City Employee.
• No - I am not a Full Time or Part Time City Employee.

02
Are you a veteran or active member of the armed forces?

• Yes
• No

03
Are you a San Antonio Ready to Work Program (SAR2W) or Train for Jobs San Antonio Program (TfJSA) participant?

• Yes - SA Ready to Work Program
• Yes - Train for Jobs SA Program
• Yes - Both Programs
• No

04
What best describes your highest level of education at the end of the current semester?

• Some High School
• High School Diploma or GED recognized by the Texas Education Agency or a regional accrediting agency
• 30+ completed semester hours (credits) from an accredited college or university
• 60+ completed semester hours (credits) from an accredited college or university
• Associate's Degree from an accredited college or university
• 90+ completed semester hours (credits) from an accredited college or university
• 120+ completed semester hours (credits) from an accredited college or university
• Bachelor's Degree from an accredited college or university
• Master's Degree from an accredited college or university
• PhD, JD, or other Post Graduate Degree from an accredited college or university
• None of the above

05
How many years of experience do you have in public information and customer assistance and use of computer data in the analysis of service delivery?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

06
Describe your experience in public information and customer assistance and use of computer data in the analysis of service delivery. Where did you gain your experience? If you do not have related experience, enter "n/a".
07
Do you have a valid Driver's License?

• Yes
• No

08
How many years of experience do you have dispatching staff via radio communication systems?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

09
How many years of experience do you have working with citizen complaints, request and/or inquiries?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

10
Are you bilingual in English and Spanish?

• Yes
• No

11
How many years of experience do you have developing and maintaining databases to create customize reports?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

12
How many years of experience do you have conducting on-site investigations?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

13
Please select the response that best reflects the strength of your written and verbal communication skills:

• Communicate best with technical knowledge and figures
• Can give a short presentation with significant preparation, mostly on technical areas
• Proficient verbal and written communicator, but prefer technical issues
• Skilled communicator, impromptu presentations, polished written communicator
• None

14
This position will require working shiftwork, nights, and weekends as needed. Select any of the following shifts you are able and willing to work:

• Days
• Evenings
• Weekends
• Holidays
• After-hours
• On-call
• Overnight
• Rotating work schedules
• Alternate work schedules
• Adjusted work schedules

15
Describe and give examples of how you provide excellent customer service to internal and external customers. If you do not have related experience, enter "n/a".
16
Please describe how you maintain good customer service under difficult conditions with irate customers. If you do not have related experience, enter "n/a".
17
Please provide an example of a time when you used your fact-finding skills to gain information needed to solve a problem. Please explain how you analyzed the information and came to a decision. If you do not have related experience, enter "n/a".
Required Question