Customer Services Specialist - Transportation & Infrastructure Management Center

Customer Services Specialist - Transportation & Infrastructure Management Center

Salary

$21.15 Hourly

Location

3500 NW LOOP 410 SAN ANTONIO,TX 78229, TX

Job Type

4A Full-Time

Job Number

2027-00001

Department

Public Works

Opening Date

10/01/2026

Closing Date

10/15/2026 11:59 PM Central

Grant Funded

No

FLSA Status

Non-Exempt

• Description
• Benefits
• Questions

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 Drivers License.

Preferred Qualifications

• 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.

Benefits Information

The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one.

For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:

http://www.sanantonio.gov/hr/employee_information/benefits/index.asp

Note:

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information

The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.

If you require assistance at any stage of the application process due to a disability, please contact the Human Resources Department so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.

01

Are you a current regular full time or part time CoSA employee?

• Yes - I am a Full Time City Employee.
• Yes - I am a Part Time City Employee.
• No - I am not a Full Time or Part Time City Employee.

02

Are you a veteran or active member of the armed forces?

• Yes
• No

03

Are you a San Antonio Ready to Work Program (SARTW) or Train for Jobs San Antonio Program (TfJSA) participant?

• Yes - SA Ready to Work Program
• Yes - Train for Jobs SA Program
• Yes - Both Programs
• No

04

What best describes your highest level of education at the end of the current semester?

• Some High School
• High School Diploma or GED recognized by the Texas Education Agency or a regional accrediting agency
• 30+ completed semester hours (credits) from an accredited college or university
• 60+ completed semester hours (credits) from an accredited college or university
• Associates Degree from an accredited college or university
• 90+ completed semester hours (credits) from an accredited college or university
• 120+ completed semester hours (credits) from an accredited college or university
• Bachelors Degree from an accredited college or university
• Masters Degree from an accredited college or university
• PhD, JD, or other Post Graduate Degree from an accredited college or university
• None of the above

05

How many years of experience do you have in public information and customer assistance and use of computer data in the analysis of service delivery?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

06

Describe your experience in public information and customer assistance and use of computer data in the analysis of service delivery. Where did you gain your experience? If you do not have related experience, enter "N/A."

07

Do you have a valid Drivers License?

• Yes
• No

08

How many years of experience do you have dispatching staff via radio or phone systems?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

09

How many years of experience do you have working with citizen complaints, requests and/or inquiries?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

10

Are you bilingual in English and Spanish?

• Yes
• No

11

How many years of experience do you have developing and maintaining databases to create customized reports?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

12

How many years of experience do you have conducting on-site investigations?

• None
• Less than one year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• 10 years +

13

How would you best describe your ability to communicate verbally in a professional setting?

• Communicate clearly when discussing familiar or technical topics but may need preparation
• Can deliver structured information and provide clear explanations with moderate preparation
• Communicate confidently in most professional settings, including meetings and presentations
• Adapt my communication style to different audiences and can present or speak effectively with little preparation
• Excel at facilitating discussions, leading conversations, and delivering clear, concise direction in any setting

14

The work schedule for this position may be subject to change based on business needs of the department. Select any of the following shifts you are able and willing to work:

• Days
• Evenings
• Weekends
• Holidays
• On-call
• After-hours
• Overnight
• Rotating work schedules
• Alternate work schedules
• Adjusted work schedules

15

Tell of the most difficult customer service experience that you ever had to handle. Be specific and tell what you did to resolve the issue. If you do not have related experience, enter "N/A."

16

Describe a time you encountered challenges while dispatching. What steps did you take to overcome the challenges? What was the outcome? If you do not have related experience, enter "N/A."

17

Please provide an example of a time when you used your fact-finding skills to gain information needed to solve a problem. Please explain how you analyzed the information and came to a decision. If you do not have related experience, enter "N/A."

18

I understand that if I have a need for a reasonable accommodation to participate in the recruitment and interview process, I can contact the Human Resources Department at AskHR@sanantonio.gov or 210-207-8705. I further understand that if an accommodation is necessary to perform the position for which I have applied, I can contact HR after an offer has been extended.

• I acknowledge.

Required Question

Employer City of San Antonio

Address Human Resources Department

San Antonio, Texas, 78205

Phone 210-207-8705

Website http://www.sanantonio.gov/HR/CareerCenter.aspx