Graduation from an accredited four-year 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 or Certifications:
None.
Notes to Applicants
The Customer Solutions Coordinator in Pipeline Operations will:
- With the Division Manager, create infrastructure for managing the customer service function of Pipeline Operations. May act as spokesperson in the Division Manager’s absence
- Review current CS SOG (standard operating guidelines), and act as point person to facilitate cross-functionally to identify deficiencies, make recommendations, and implement process improvements across the Program Area
- Develop and deliver relevant subject matter training to all levels of the program area
- Oversee mandatory compliance training
- Develop and coordinate/deliver cross-training for all administrative staff
- Audit business information in COA payroll, finance and work order systems (Banner, eCombs, and Hansen) for consistency. Resolve discrepancies
- Assist with the Emergency Response Process Flow and Incident Management Processes including improving current processes and training all involved in any changes
- Resolve issues related to Council Action Forms and Public Information Requests
- Support the Business Process Specialist to update work and process flows for the division
- This individual is an essential employee during emergency situations
- Provide coverage for the Dispatch function
When completing the City of Austin employment application:
- Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
- A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job title and employment dates for all jobs you wish to be considered.
- A résumé is required, but will not substitute for a complete employment application. Incomplete applications will not be considered. Please include contact information from previous employers.
- A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.
If you are selected to interview:
- Military/Veterans must provide a copy of their DD214 at the time of initial interview to receive military/veteran interview preference.
- Your skill level in the competency areas of the position will be assessed
If you are selected for hire:
- You must provide proof of education which may include your official college transcript, High School diploma, GED or equivalent degree and your professional licenses.
- A valid Texas Class C Driver’s License is preferred.
Effective October 1, 2014, all Austin Water Utility worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AWU worksite – including construction sites, parking lot, garage or in any personal vehicle located on the premises.
Pay Range
$21.31 – $27.06
Hours
From 7:30 am to 4:00 pm Monday through Friday or other hours as agreed
Job Close Date
04/25/2016
Type of Posting
External
Department
Austin Water Utility
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Professional
Location
Glen Bell SC, 3907 S. Industrial Drive., Austin, TX
Preferred Qualifications
- Three years of experience in a similar customer solutions role where the purpose and core function of the position was to perform the competencies listed in the Duties Functions and Responsibilities, Knowledge Skills and Abilities described in this posting
- Experience defining and/or redesigning the infrastructure of a large business function such as customer service
- Experience using data and data analysis to solve business problems
- Extensive experience developing work flows to identify work process deficiencies and improve service delivery
- Demonstrated experience in project managing cross-functional group work sessions with participants from all levels of the organization including executives
- Experience auditing systems information in the City’s payroll, finance and work order systems (or similar systems) for consistency and experience resolving discrepancies identified
- Experience developing relevant subject matter training modules and materials
- Experience delivering classroom procedural training to all levels of the organization
- Experience overseeing compliance training activities for a work team or division and maintaining compliance records
- Experience resolving issues presented by citizens in Council Action Forms and Public Information Requests
- Experience automating manual processes
- Business writing skills
- SharePoint experience
- Microsoft Office skills such as Word (intermediate), Excel (intermediate) PowerPoint (basic), Visio/Process mapping software (basic)
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 – Supervision 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.
Does this job require a criminal background investigation?
This position does not require a criminal background investigation
EEO/ADA
City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.
Information For City Employees: If you are an employee within
the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.
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