Customer Service Representative III BSEED (& to establish a list)

City of Detroit•Michigan, MI

11h•Onsite

About The Position

The Customer Service Representative III works for the Buildings, Safety Engineering, and Environmental Department (BSEED), supporting customers seeking construction permits, business and occupational licenses, and contractor registrations. The role processes applications and renewals, responds to requests and complaints related to permits and licenses, and researches departmental records. Under general supervision, the employee performs responsible work requiring knowledge of departmental rules and independent judgment. The position involves customer contact at the service counter and by telephone, application and record processing, data entry, inspection scheduling, interagency coordination, investigations, and report preparation. Work is typically performed in an office environment, and employees must maintain an appearance appropriate for office-based customer contact. Candidates considered for placement may be subject to a criminal background investigation based on the position’s requirements. Applicants must attach a resume; incomplete applications will not be processed.

Requirements

High school graduation or GED.
One year of experience in customer service or other work involving high-volume public contact and assistance with procedures for obtaining construction permits and business, trade, and occupational licenses.
Ability to research and maintain files and records and prepare routine reports; equivalent combinations of education and experience may be evaluated individually.
Knowledge of records-maintenance procedures and effective customer-relations practices.
Knowledge of procedures and requirements for business, trade, and occupational licenses and construction permits, and of services provided by BSEED and other City agencies.
Interpersonal communication skills to obtain information and cooperation during sensitive and probing customer contacts.
Skill operating a personal computer and standard office word-processing, spreadsheet, and database software.
Skill performing arithmetic computations accurately and quickly.
Ability to learn license and permit application and issuance policies and procedures.
Ability to cross-train, work effectively on a team, and develop and maintain effective working relationships.
Ability to operate common automated office equipment and compile and maintain chronological records of events and account activities.
Ability to acquire additional knowledge and skills to remain current and progress in the field.
Ability to generate reports from the current permitting system and manage, track, and report on assigned license types.
Ability to communicate effectively verbally and in writing with customers and team members.

Responsibilities

Complete intake and verify the accuracy and completeness of permit and license applications, attachments, documentation, and account files.
Enter applications, approvals, permits, licenses, inspection requests, and related actions into BSEED databases.
Schedule inspections for various disciplines using the permitting system.
Assist customers in person and by telephone with procedural questions, payment requirements and issues, and permit or license issuance matters; follow up as needed.
Coordinate with government agencies, City departments, and BSEED divisions to request information or schedule activities related to customer applications.
Research departmental records concerning status inquiries and payment histories, and investigate divisional files and records for other government agencies.
Prepare forms and records documenting permit and license applications and issuance.
Initiate investigations of illegal use and forward information for enforcement follow-up.
Compile activity results and prepare reports, including statistical and metrics reports.
Help customers complete applications, affidavits of identity for candidates, and other forms; review them for completeness and required attachments.
Provide general information about inquiries and procedures, research customer questions, and provide current information.
Process and issue Certificates of Occupancy, compliance, Acceptance, and Grants.
Run reports using the permitting system and provide information for FOIA requests or other agencies and stakeholders based on ordinance.
Manage, track, and report on assignments relating to license types specified by City Ordinance.
Attend meetings, relay information discussed, and offer guidance on more efficient processes.
Work effectively with flexibility as part of a team and maintain effective working relationships.