Customer Services Specialist - Transportation & Infrastructure Management Center

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
Transguide - 3500 NW Loop 410, San Antonio, TX 78229

Work Hours
10:00 a.m. - 7:00 p.m., Tuesday - Saturday; Shiftwork, Weekends, and Holidays; work schedule is subject to change based on business needs

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.

• Knowledge of SAP Plant Maintenance System.
• Excellent communication skills both orally and in written form.
• Ability to establish and maintain effective relationships with City staff and the general public.
• Ability to effectively use databases and spreadsheets.

Applicant Information

• 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.
• 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.
• 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.

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.