Customer Service Representive

JOB SUMMARY

Under general supervision, performs administrative, cashier, and customer service duties to the public daily, gathers and organizes data from the permit tracking system and assists management with various administrative functions.

Provides direct customer service related to area of assignment. Responds to customer inquiries and issues.

ESSENTIAL JOB FUNCTIONS :

1. Perform a wide variety of administrative and cashier support work on a computer database software including :

a. Permit application acceptance.

b. Permit issuance.

c. Calculation of fees.

d. Scheduling of inspections.

e. Utility releases.

f. Verification of contractor licensing and registration procedures.

2. Receive, review, and evaluate for general completeness and conformance to a range of submittal requirements, including but not limited to :

a. Permitting.

b. Licenses.

c. Registrations.

d. Certificate of occupancy.

3. Answer customer questions in a fast-paced, customer-oriented environment about a range of topics including but not limited to :

a. Building Code occupancy classifications.

b. Planning and development department procedures / practices.

c. When there is need for approvals.

d. Permits and inspections.

e. General code compliance procedures.

f. Specific Certificate of Occupancy policies.

4. Provide services to the customers through use of customer service technologies by phone and / or in person for a wide variety of disciplines represented by the Planning and Development Department.

MINIMUM QUALIFICATIONS :

Knowledge, Skills and Abilities Required :

• Knowledge of principles and practices of modern office methods and procedures.
• Knowledge of customer service principles and practices.
• Knowledge of cash handling principles and practices.
• Skill in prioritization, time management, and problem solving.
• Skill in recognizing incorrect data and rectifying errors during reviews.
• Skill in communicating in a professional and courteous manner, in the face of potential adversarial customers.

Qualifying Education and Experience :

• High school education / GED
• Two years of customer service or clerical experience.

PREFERRED QUALIFICATIONS :

Knowledge, Skills and Abilities Required :

• Knowledge of municipal government organization and functions.
• Knowledge of building inspection planning and development practices and procedures.
• Knowledge of pertinent Federal, State, local codes, laws, and regulations
• Skill in reading blueprints and construction documents.
• Skill in working independently and without specific instruction.
• Skill in conflict resolution techniques with a customer service attitude.
• Ability to use database software.
• Ability to operate a PC, including Microsoft Office 365 (Outlook, PowerPoint, Excel, Word, SharePoint), Adobe Acrobat Pro, document management software, phone systems, and live chat software.

Preferred Education and Experience :

• Six months of related technical experience.
• Knowledge of planning and development.
• Ability to communicate in Spanish with proficiency.
• Ability to read and interpret maps and boundaries

Employment Screenings Required :

Criminal background check