Land Development Call Center Agent (Engineering Technician I)

Fairfax County•Fairfax (Ej26), VA

3d•Onsite

About The Position

Fairfax County boasts a top-notch school system, safe neighborhoods, thousands of acres of parkland, and bustling town centers. County government sits at the heart of this dynamic community of almost 1.2 million residents and seeks employees eager to bring their energy, enthusiasm and skills to serve Fairfax residents and to shape the county's future. Land Development Services (LDS) is the steward of the county's land development and building construction codes and regulations, and its staff members embrace their essential role as "first preventers." Every day, through careful review, permitting and inspection of site and building construction, our staff protect the health, safety, welfare, and environment for those who live in, work in, and visit Fairfax County. Our department also serves as the gateway to much of the county's economic development, reviewing over 30,000 building and site plan submissions, issuing nearly 70,000 building permits, and conducting over 220,000 building and site inspections each year. If you would like to join a creative, collaborative, innovative team doing meaningful work, then LDS is the place for you. Fairfax County’s Department of Land Development Services is looking for a service minded, detail oriented professional to join our Customer Experience Team (CET). Under the supervision of the Customer Experience Team Manager, this position will be responsible for providing customer support in-person, by phone, and through virtual channels.

Requirements

Any combination of education, experience, and training equivalent to high school graduation or a GED issued by a state department of education; and one year of engineering technical support work experience or one year of post-secondary vocational trade school or completion of one year of an applied science associate's degree.
The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.

Nice To Haves

One year experience in a customer service-related role
One year experience with a high volume of incoming phone calls
Excellent oral and written communication skills, including ability to effectively communicate technical topics to internal and external customers.
Familiar with electronic permitting and plan review software.
Ability to read/interpret construction documents.
Experience communicating technical information to people who may not understand technical language.
Bilingual in English and another language.

Responsibilities

Assists customers with inquiries related to permits, building and site plans, inspection requirements, and other LDS submissions.
Provides clear, accurate guidance in person, over the phone, and through virtual platforms.
Delivers excellent customer service by offering real-time support and helping customers understand applicable codes, regulations, and standards.
Coordinates and manages customer appointments.
Tracks and records customer data to support service improvements.
Collaborates with colleagues across LDS and other county teams to ensure efficient and timely service delivery.
Stays knowledgeable about agency practices, policies, webpages, and customer resources.
Offers mentoring and day to day guidance to other CET staff.
Shares customer insights with the CET Manager, including common issues and opportunities for improvement.
Provides support on technical processes related to permits and plan submissions.
Participates in required safety, emergency management, and job specific training.
Performs other duties as needed to support the ongoing work of the organization.