Customer Success Representative

Position Summary

Serves as the first contact for visitors to Farmers Branch City Hall. Greets and directs visitors, provides prompt and courteous service to promote a positive, professional image of the city. Under general supervision, performs daily duties of customer service at the public counter and assists customers, over the phone and in-person, with a range of questions related to general permits, inspections, utility, and general city inquiries.

Essential Job Functions

• Creates, maintains, and updates guidelines, departmental forms, and informational handouts for the public counter.
• Answers multi-line phone for inspections, permits, utilities and general city business.
• Receives and reviews all permit applications and submittal documents for all types of permits and verifies the information is accurate and complete to process.
• Assigns workflows for permit submittals.
• Schedules inspections requested by phone or in person.
• Responds to online inquiries and assists online customers with applications, registrations, logins, fee payments, inspections, and utility payments.
• Takes fees for various types of permits, utilities, and other miscellaneous fees.
• Processes ambulance and retiree billing and payments.
• Assists with petty cash drawer.
• Take and process public information requests.
• Set up new utility accounts.
• Provide technical support for online action center.
• Perform clerical and administrative duties, including but not limited to; scanning, faxing, copying, data entry, answering phone calls, responding to emails, maintaining calendars, filing, preparing, and processing incoming and outgoing mail, and other duties as assigned.
• Communicate with city staff as needed.
• Create and or deliver City welcome packets to residents and businesses
• Coordinate and or deliver the daily deposit to the bank.

Education and Experience

High school diploma or G.E.D. plus two (2) years customer service, permit review experience, cashiering experience or related experience or equivalent combination of education and experience.
Employment is conditional upon successful completion of a comprehensive criminal background check.

Knowledge, Skills and Abilities

• Knowledge of technical information and procedures related to area of assignment.
• Knowledge of computers and related equipment, hardware, and software for area of assignment.
• Knowledge of money handling policies and procedures.
• Knowledge of building rules, regulations, codes, and ordinances.
• Knowledge of City policies and procedures.
• Skill in effective verbal and written communication.
• Skill in effectively responding to or referring technical inquires related to area of assignment.
• Skill in entering, maintaining, updating, and retrieving database information.
• Skill in computing accurate feels fees or payments due and proving receipts and change.
• Skill in resolving customer complaints and concerns.
• Ability to provide excellent organizational and written and verbal communication .
• Ability to provide excellent customer service including a desire to help customers regardless of their circumstance.
• Ability to assess the nature of calls or in-person questions, ask probing questions to understand the reason for the call or visit, and determine the most appropriate way to handle the inquiry or know the appropriate city staff to handle it.
• Ability to handle cashiering functions such as balancing cash drawers, preparing associated daily deposits and conducting daily reconciliation.
• Work is of a skilled nature requiring a comprehensive, practical knowledge of a technical field with use of analytical judgement and decision-making abilities appropriate to the work environment of the organization.