City of El Paso, TX Hiring for Customer Relations Representative at El Paso, TX Full Time

Education and Experience: A High School diploma or GED, and two (2) years customer service experience.

Licenses and Certificates: Some positions may require a Texas Class “C” Driver’s License or equivalent from another state. Some positions must obtain Permit Technician certification from the International Code Council within 6 months of appointment.

General Purpose

Under general supervision, implement and oversee customer service activities, and supervise customer service clerical staff, if assigned.

Typical Duties

Provide high-level customer service and assist customers. Involves: Assist customers with complex billing issues, service complaints, account discrepancies and payment installment arrangements. Audit diverse customer or financial records, detect incorrect information, conduct interviews with involved parties, analyze findings and determine appropriate solutions. Analyze account status to determine credit issues, identify necessity of debit adjustments. Approve debit and credit adjustments. Oversee, approve, record and issue permits, licenses, ADA waivers, senior citizen discounts, refund checks, bill revisions, collections notices and credit extensions. Provide fast and accurate customer service. Explain billing process to customers. Collect payments for services, fees, utility bills, taxes, permits or admissions from customers. Assist in the review of departmental rules, regulations, policies and procedures. Accept, process and review building and planning permits. Compile, coordinate, and distribute all construction documents to the appropriate authority for review and ultimate approval for permit issuance. Distributes and accepts applications checking for completeness and accuracy. Assist customers with permit review application and inspection process to ensure compliance with various codes. Oversee, approve, record and issue permits and licenses.

Receive, review and prepare work orders. Involves: Work with customers to identify service needs. Assure department rules and regulations are followed. Assure work orders are completed accurately and timely, and update customer account history. Manage and maintain customer records. Provide information to customers regarding codes and other regulatory requirements.

Assist in management of departmental accounting functions. Involves: Post daily payments and customer account adjustments, reconcile accounts receivable and cash accounts. Maintain filing system, record data correctly in general ledgers and activity logs, and prepare special or recurring activity status reports and spreadsheets. Keep records and reports. Log in construction plans updating daily logs, routing plans to appropriate section or department. Research permit and inspection information on the computer.

Supervise assigned staff as required. Involves: Schedule, assign, instruct, guide and check work. Appraise employee performance. Provide for training and development; enforce personnel rules and regulations, and work behavior standards firmly and impartially. Counsel, motivate and maintain harmony. Interview applicants. Recommend hiring, termination, transfers, discipline, merit pay or other employee status changes. Assist employees in the application of rate structures and computer systems.

General Information

For complete job specifications, click here.

Salary Range: $12.65 – $17.79 per hour.

The starting salary is generally at the beginning of the salary range.

Test Date: November 8, 2021

Please note: Current openings are at the Environmental Services department. The eligible list will be used for the Environmental Services department only.

Please note: This is a new advertisement for Customer Relations Representative. You must apply if you are still interested in the position.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

Note: Applicants with a foreign degree must have all relevant documents translated and evaluated by a College, University, or Credentials Evaluation Services Department prior to submitting them to the Human Resources Department.

BENEFITSLIFE AND HEALTH INSURANCE Every regular, full-time employee who is paid by the City, shall be entitled to receive group life, accidental death and dismemberment insurance, health insurance coverage as provided by the City. Employees shall be eligible for enrollment during the City’s designated enrollment period. (Amended 08/28/07)Employees shall have the option of membership in a qualified health maintenance organization (HMO) as an alternative to health insurance coverage. Should an employee opt for HMO membership, the City shall contribute to the HMO an amount equal to the health insurance premium the City would have otherwise been obligated to pay on the employee’s health insurance coverage. Any difference between the amount the City contributes and the cost of HMO membership shall be deducted from the employee’s paycheck and forwarded to the HMO.ELIGIBILITY FOR VACATION LEAVE All regular employees who are regularly scheduled to work on an average, a minimum of twenty (20) hours per week, who have held a position in the City Service for a period of six months from date of employment, shall be eligible for vacation allowance as hereinafter set forth. Part-time employees shall accrue vacation leave at a pro-rated amount of full-time entitlement based on the number of hours that they are scheduled to work. Employees covered by collective bargaining agreements shall accrue vacation as provided in the applicable agreement. Regular employees in the City Service shall accrue vacation credit at the following rates per pay period, calculated from the date of employment of each employee: For 0 – 5 years of service (12 days):40 hour per week employees – 3.70 hours per biweekly pay periodFor >5 to 15 years of service (17 days):40 hour per week employees – 5.24 hours per biweekly pay periodFor >15 or more years of service (20 days):40 hour per week employees – 6.16 hours per biweekly pay periodSICK LEAVE WITH PAYEmployees shall be entitled to accrue sick leave with pay in accordance with the Rules of the Civil Service Commission.ACCIDENT WITH PAY LEAVEThe Amended Section 4.4 of the Ordinance shall become effective upon adoption and shall apply to occupational injuries and occupational diseases occurring on and after date of adoption. Occupational injuries and occupational diseases occurring before such date will be governed by the Ordinance in effect at the time of the date of injury or disease.PREGNANCY LEAVE A) Pregnancy shall be treated the same as any other temporary physical disability.B) An employee on pregnancy leave shall use accumulated and unused regular sick leave time and then (unless granted use of special sick leave) shall be on leave without pay, unless the employee chooses to use any accumulated and unused annual leave.C) An employee going on pregnancy leave shall give written notice to her department head with appropriate medical verification. Before returning to work from pregnancy leave, the individual will provide appropriate medical documentation releasing the employee to return to work, as is required for any individual who has been on leave for a temporary physical disability.LEGAL HOLIDAYS The following days are hereby declared legal holidays for all the City departments, provided that the provisions of this section shall not apply to members of the Fire Department whose duties are to prevent or extinguish fires, or to members of the Police Department whose duties are those of law enforcement: (Amended 10/03/95) 1. First day of January (New Year’s Day)2. Third Monday in January (Martin Luther King Holiday)3. Last Monday in May (Memorial Day)4. June 19 (Juneteenth)5. Fourth day of July (Independence Day)6. First Monday in September (Labor Day)7. Eleventh Day in November (Veteran’s Day)8. Fourth Thursday in November (Thanksgiving Day)9. The Friday following the fourth Thursday in November (Day after Thanksgiving) 10. Twenty-fifth Day in December (Christmas Day)11. Employee’s Birthday In addition to the above days, the following days are also declared to be legal holidays: 1. Any day designated as a holiday by City Council. 2. When any legal holiday falls on a Saturday, the preceding Friday shall be considered a legal holiday. 3. When any legal holiday falls on a Sunday, the following business day shall be considered a legal holiday.