Customer Support Analyst (Perm/FT/Benefits)

Customer Support Analyst

Performs responsible administrative, technical support, and customer service work in support of the Department of Planning & Zoning. Reviews and processes plan and permit applications, issues permits and related approvals, maintains plan and permitting records, and provides information and assistance to the public, contractors, developers, design professionals, and County staff regarding permitting, development review, zoning, and related regulatory requirements.

Salary Range: $41,820.00-$111,539.00

BUDGETED SALARY: $45,000.00

Essential Duties:

• Serves as the primary point of contact for customers by providing professional, courteous, and responsive assistance in person, by telephone, and through electronic communication regarding permitting, zoning, development review processes, departmental procedures, and applicable County regulations.
• Receives, reviews, and processes zoning certificate applications, development plan submissions, construction plans, zoning applications, and related documents for completeness, technical accuracy, and compliance with established policies, procedures, and applicable codes and regulations.
• Coordinates the routing of permit applications, development plans, and supporting documentation to appropriate County departments and external agencies for review, comment, and approval.
• Monitors the status of permit and development applications; communicates with applicants regarding deficiencies, required revisions, approvals, and project status throughout the review process.
• Provides information and guidance to contractors, developers, engineers, architects, surveyors, property owners, and the general public regarding zoning regulations, land use policies, and development review procedures.
• Maintains accurate electronic and paper records within the County's permitting, land management, and records management systems, ensuring documentation is complete, organized, and current.
• Researches property records, zoning maps, subdivision plats, site plans, GIS information, and other public records to assist customers and support permit and development review activities.
• Calculates plan and zoning certificate fees and other applicable payments; prepares invoices.
• Performs specialized administrative and clerical functions in support of Development Review operations, including document preparation, correspondence, filing, data entry, report generation, scheduling, and records management.
• Utilizes departmental software and standard office applications to enter, update, track, retrieve, and report permitting and development information.
• Performs other related duties as assigned.

Years of Experience and Education:

Possession of a high school diploma or GED Certificate. AND Four (4) years of progressively responsible administrative, accounting or technical experience, which included personal computer operation, and customer relations work.

OR

A.A. degree in a business management or planning related field such as geography, legal services or engineering AND one (1) year of experiences in office administrative work

Years of Supervisory Experience:

None

Certifications, Licensures, and Examinations:

Possession of a valid Class "C" non-commercial driver's license with no more than three (3) points. Be advised this position requires a valid driver's license.

Knowledge, Skills, and Abilities:

• Knowledge of the principles, practices, and terminology related to permitting, planning, zoning, land development, and land use administration. Knowledge of basic building construction practices and the permitting process.
• Knowledge of applicable federal, state, and local laws, ordinances, codes, regulations, policies, and procedures governing permitting and development review.
• Knowledge of office administration, records management, document control, and customer service principles and practices.
• Knowledge of modern office equipment, business technology, and standard office software applications.
• Knowledge of Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Knowledge of electronic permitting, land management, records management, or similar database systems.
• Skill in providing exceptional customer service in a professional, courteous, and solution-oriented manner.
• Skill in reviewing permit applications, plans, and supporting documentation for completeness and accuracy.
• Skill in researching and interpreting zoning information, property records, maps, plats, and related documentation.
• Skill in using computerized permitting systems, records management systems, and other business software accurately and efficiently.
• Skill in organizing, prioritizing, and managing multiple assignments while meeting deadlines in a fast-paced environment.
• Skill in preparing accurate records, reports, correspondence, and other business documents.
• Ability to interpret and apply applicable laws, regulations, ordinances, policies, procedures, and technical information.
• Ability to communicate clearly and effectively, both orally and in writing, with County employees, contractors, developers, design professionals, public officials, and members of the public.
• Ability to explain permitting processes, zoning requirements, and regulatory information in a clear and understandable manner.
• Ability to exercise sound judgment, tact, discretion, and professionalism when responding to customer inquiries and resolving concerns.
• Ability to establish and maintain effective working relationships with coworkers, other County departments, external agencies, and the public.
• Ability to maintain accurate records while demonstrating a high level of attention to detail.
• Ability to learn new software applications, technologies, policies, and procedures as they relate to departmental operations.
• Ability to work independently with minimal supervision while contributing effectively as a member of a collaborative team.
• Ability to manage multiple priorities, adapt to changing workloads, and maintain accuracy in a fast-paced customer service environment.
• Ability to maintain confidentiality of sensitive information and perform work with integrity, professionalism, and a commitment to excellent customer service.

Safety:

Must comply with all Federal (OSHA), State of Maryland (MOSH), safety regulations and applicable Harford County safety policies, procedures, or manual as required for this position.

Compensation:

• Overtime
• Compensatory time
• Shift Differentials

Benefits:

• Health, Dental & Vision insurance
• Flexible Spending Accounts
• State Retirement Plan and Deferred Compensation
• Long Term Disability, and Life Insurance for Employee, Spouse, and Children
• Generous Leave Package & Paid Holidays
• Tuition Reimbursement

Equal Opportunity Employer Statement

Harford County Government is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, genetic information, veteran status, or any other protected status in accordance with applicable federal, state, and local law.