TEMP - Admin II

Responsibilities

• Receive and manage inbound calls related to code violations (e.g., property maintenance, nuisance issues, signage, etc.)
• Monitor and respond to online service requests, emails, and citizen-reported concerns submitted through digital platforms and apps.
• Document all customer interactions and service requests accurately in the appropriate tracking systems.
• Explain code violations, processes, timelines, and compliance requirements to residents and property owners.
• Cook with internal departments and external partners to support resolution of violations.
• Provide status updates to callers and digital requestors regarding open code cases.
• Review and manage citizen-reported issues submitted through code reporting applications, ensuring proper routing and follow-up.
• De-escalate difficult or frustrated customers and maintain a professional, solution-oriented approach.
• Identify recurring issues or trends and communicate them to supervisors as needed.
• Maintain organized records and ensure timely follow-up on outstanding cases.

Requirements

• High School Diploma or G.E.D.
• Two (2) years of customer service, call center, or public-facing experience
• Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job

Qualifications

• Education/ Experience: 2–4 years of experience in a high-volume call center or municipal customer service environment
• Experience with code enforcement, permitting, inspections, or municipal operations
• Working knowledge of case management or CRM systems
• Able to document interactions accurately and thoroughly
• Familiarity with city geography and neighborhoods is a plus
• Ability to work collaboratively across departments