TEMP - Admin II

City of Garland; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

The City of Garland is seeking a Code Compliance Customer Service Specialist to serve as the primary contact for residents regarding code violations. You will handle inbound calls, online submissions, and digital communications, explaining requirements and guiding residents through the process.

You will document interactions, coordinate with Code Enforcement Officers and other departments, provide timely updates, and help resolve violations while maintaining professionalism in high-volume

Qualifications

• High School Diploma or GED required.
• 2+ years of customer service or public-facing experience.
• Strong verbal and written communication skills across multiple channels.
• Ability to de-escalate challenging customer interactions.
• Familiarity with CRM/case management systems.

Responsibilities

• Receive and manage inbound calls related to code violations.
• Monitor and respond to online service requests and emails.
• Document interactions in tracking systems.
• Explain violations, processes, timelines, and requirements to residents.
• Coordinate with Code Enforcement Officers and relay information.
• Collaborate with internal departments and external partners to resolve violations.
• Provide status updates to callers and digital requestors.
• Review citizen-reported issues submitted through apps.
• De-escalate difficult customers while maintaining professionalism.
• Identify recurring issues and report trends to supervisors.

Skills

Customer service

Verbal communication

Written communication

De-escalation

Education

High School Diploma or GED

Tools

CRM systems

Job description

Summary

Serves as the primary point of contact for residents regarding code compliance issues. This position manages inbound calls, online submissions, and digital communications related to code violations identified by Code Officers. Responsibilities include documenting concerns, providing guidance to the public, and coordinating with internal departments and external partners to support timely resolution of violations. This role requires strong customer service skills, attention to detail, and the ability to manage high volumes of communication across multiple channels while maintaining professionalism in sometimes sensitive or escalated situations.

Essential Duties and 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.
• Coordinate with Code Enforcement Officers to relay information, updates, and service requests.
• Work 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.

Knowledge, Skills & Abilities

• Strong verbal and written communication skills across phone, email, and digital platforms.
• Ability to manage high volumes of calls and electronic requests simultaneously.
• Skill in de‑escalating challenging or emotional customer interactions.
• Working knowledge of case management or CRM systems.
• Ability to document interactions accurately and thoroughly.
• Familiarity with city geography and neighborhoods is a plus.
• Ability to work collaboratively across departments.

Additional Preferred Qualifications

• Bilingual (English/Spanish) strongly preferred.

Licenses and Certifications

No Licenses/ Certifications required.