1304-Customer Service Representative
About The Position
The San Francisco Planning Department is recruiting for one full-time Permanent Exempt Customer Service Representative to work at the Permit Center, a centralized public-facing facility that brings together construction, business, and special events permitting services from City departments. The position is excluded from the competitive civil service examination process, serves at the discretion of the Appointment Officer, and may not exceed 36 months. A later permanent appointment would require successful participation in the Civil Service examination and selection through an open competitive process. Under general supervision from a Customer Service Representative Supervisor, the representative responds professionally and courteously to public inquiries about government services and information. The role involves identifying customer needs, providing information, and connecting customers with appropriate City services. Work includes in-person public service, use of computers and customer-service systems, and handling confidential information.
Requirements
- Successful completion of the 1302 Customer Service Representative Trainee program, or an equivalent combination of experience and training that provides the required knowledge, skills, and abilities.
- Applicants must meet the minimum qualifications by the final filing date unless otherwise noted.
Nice To Haves
- Experience providing excellent customer service in a high-volume, fast-paced, public-facing environment, including managing competing demands and de-escalating challenging interactions.
- Ability to communicate clearly and professionally with customers from diverse backgrounds, explain complex processes in customer-friendly language, and collaborate with multiple City departments.
- Ability to manage multiple inquiries, remain calm and professional in challenging situations, resolve issues proactively, and coordinate timely follow-up and resolution.
- Experience using online customer service, permitting, or case management systems such as Salesforce, OpenGov, Clariti, or similar platforms.
Responsibilities
- Provide in-person customer service and answer questions about permitting services, departmental processes, and City programs at the Permit Center Help Desk.
- Assess customer needs, provide accurate information, and direct customers to appropriate staff, departments, or resources.
- Help customers use the PermitSF Portal (OpenGov), Public Works Clariti Portal, and other applicable systems, including account registration, application submission, and status inquiries.
- Enter, retrieve, and maintain customer information and service requests in Salesforce, permitting systems, and other designated applications.
- Identify, document, and escalate application issues, processing delays, technical concerns, and other matters requiring additional assistance.
- Coordinate with staff, divisions, and partner agencies to address customer service and permitting issues.
- Support new and evolving customer service procedures associated with PermitSF and the consolidated permitting organization.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
