Customer Service Representative

City of Tucson

2d•$17 - $25•Onsite

About The Position

The Customer Service Representative position at the City of Tucson’s Planning and Development Services Department is responsible for delivering exceptional customer service over the phone and through the department’s email inquiry system. This position provides customer services support to the permit counter, permit application process and addresses inquiries, including public record requests. Work is performed under the supervision of the Management Assistant. This position does not supervise.

Requirements

High school diploma or equivalent
One (1) year of relevant experience
Any combination of relevant education and experience may be substituted on a year-for-year basis.
Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

Nice To Haves

Experience in customer service, electronics systems and administrative support, cash handling and other forms of payment.
Experience working with municipalities.
Experience utilizing permitting systems.
Bi-lingual (English/Spanish) preferred.

Responsibilities

Provides customer service, answers the department’s main phone line, greets customers face to face at the permit counter, and responds to email inquiry requests.
Assists customers with the permit application processes and troubleshoots the Tucson Development Center Online (TDC Online) permit process within the website to ensure a seamless customer service experience.
Processes public records requests through the permitting online system.
Conducts research, maintains existing files, scans microfiche film and uploads data online to correspond with requestor through online communications.
Utilizes resources and research for address verification, jurisdiction location, and related inquiries.
Categorizes requests by urgency and deadlines to ensure timely completion.
Acknowledges customer concerns and requests, while reassuring to identify the root cause and next steps.
Conducts research on inquiries and discrepancies to provide a response or solution.
Ensures the successful resolution of complex inquiries by coordinating with department divisions and staff, following through to completion to achieve customer satisfaction.
Assists with all stages of the permit and plan process.
Determines appropriate case types and necessary steps based on project criteria.
Processes extension and necessary documentation.
Addresses requests for building permits.
Provides example submittals help customers understand the expectations and reduce incomplete applications.
Handles customer inquiries and provides guidance on procedures and resolves any issues.
Consults with internal and external parties to explain actions required for permitting or planning review procedures.
Assesses needs for permit applicants and arranges for appropriate staff assistance.
Performs clerical duties by preparing and maintaining files, records and logs.
Enters information into computer systems and cross references to ensure accuracy.
Issues permits, licenses and applications.
Assigns cases to appropriate areas, schedules inspections and processes payments.
Assists supervisor in monitoring compliance with department procedures.
Communicates process issues to the supervisor.
Provides recommendations in process improvements based on current state.
Ensures the accuracy of information entered in the permit database.
Perform all other duties and tasks as assigned.