1304-Customer Service Representative

City and County of San Francisco • San Francisco, CA

4d • $91,260 - $110,968 • Onsite

About The Position

The San Francisco Planning Department is hiring one full-time Permanent Exempt Customer Service Representative for the Permit Center, a centralized, public-facing location that brings together construction, business, and special events permitting services from City departments. The Customer Service Representative works under the general supervision of a Customer Service Representative Supervisor and responds professionally and courteously to public inquiries about government services and information. The role involves identifying customer needs, providing accurate information, directing customers to appropriate City services, using customer service and permitting systems, and maintaining confidential information. The appointment is at the discretion of the Appointment Officer, may not exceed 36 months, and may be subject to the Permanent Civil Service examination process at a later date. Permanent appointment requires successful participation in that examination process and selection through an open competitive process.

Requirements

• Successful completion of the 1302 Customer Service Representative Trainee program, or an equivalent combination of experience and training providing the required knowledge, skills, and abilities.
• Applicants must meet the minimum qualifications by the final filing date unless otherwise noted.
• Completion of the required supplemental questionnaire as part of the recruitment process.

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 customer 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 customer inquiries, remain calm and professional in challenging situations, resolve issues proactively, and coordinate timely follow-up and resolution with departments.
• Experience using online customer service, permitting, or case management systems such as Salesforce, OpenGov, Clariti, or similar platforms to help customers navigate applications, access information, and resolve service-related issues.

Responsibilities

• Provide in-person customer service and respond to inquiries 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.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed