CUSTOMER RELATIONS/ 311

Customer Relations is responsible for direct customer service and we are there to greet you when you enter the City Administration Building at 1400 Schertz Parkway, Building #2. We are the live human voice on the phone when you call our office at 619-1000. For our tech savvy customers who prefer to communicate by email or after hours, you can send us an email at customercare@schertz.com.

Contact with the Customer Relations office is a good first contact point to locate information about the City of Schertz. This can range from a street light being out, to junk cars in a yard or even graffiti. Customer Relations can also direct your call to any department within the City Staff. We are there to assist you with these items and more.

Our WebQA program includes a Frequently Asked Questions (FAQ) database which a customer can utilize 24/7 to find information on different topics. These topics may range from items such as: the City’s recycling program, trash pick up and its holiday schedule, to pool hours, locations, and so forth. When there are special events, such as the Christmas Lighting Contest, voting or even passport night, we place this information in our database as soon as we receive it. Click on the link and do a search, if you can’t find what you are looking for, send us an email and we will research it and get back with you. WebQA also includes a work order request system that allows customers to log in and place a work order into WebQA and Customer Relations will manage it to completion.

Visit WebQA.

The Customer Relations Department is diligently working to bring 311 service to the entire Schertz community. Anyone in the City of Schertz can use 311 free of charge. Although, the only land line currently connected to the 311 service is AT&T, Time Warner is working on connection issues. You can also use your cellular phone if you have Sprint or Nextel; however, AT&T Wireless does not work at the moment. The City is working with both companies to fix this issue. You can still reach Customer Relations/ 311 by calling 619-1000.

Our department operating hours are Monday – Friday 8:00 am – 5:00 pm. We are closed on Federal Holidays.