Customer Service Specialist, Planning and Zoning

Job Description

Job Description

Job Title: Customer Service Specialist, Planning and Zoning

Department: Planning and Zoning

Reports To: Director of Planning and Zoning

Supervisory Responsibilities: N /A

Classification: Full-time; Non-Exempt

Job Level: Administrative

Work Environment: Work is performed in a normal office setting performing a variety of clerical and administrative tasks that support the Planning and Zoning Department, but tasks are performed with frequent interruptions via telephone, email and in-person.

Summary

Provide administrative and clerical support to Director of Planning and Zoning, Assistant Director of Planning and Zoning/Plan Review Administrator and Zoning Officer; respond to customer inquiries; prepare reports and mailings; maintain existing accounts and establish new accounts for billing purposes; and participate in problem-solving to improve intra-department and inter-department processes.

Essential Functions

1. Provide administrative and clerical support to Director of Planning and Zoning and Assistant Director of Planning and Zoning/Zoning Officer; prepare correspondence, reports and forms, process incoming and outgoing documents, schedule appointments, log, copy, scan, and/or file forms and documents.
2. Respond to customer inquiries at the front window, on the telephone or through email; direct problems and concerns regarding regulations, procedures, and policies to the appropriate person; and receive and distribute applications and information.
3. Provide administrative support for the Planning Commission; distribute agenda and attachments, and advertise meetings.
4. Provide administrative support for the Zoning Hearing Board; process applications for hearings, type minutes, prepare packets of information for Board members, prepare, and distribute agenda, prepare advertisements, notify applicants of hearing dates, locate names, and addresses of parties affected by application, and send notices and Board decisions.
5. Prepare reports of planning and zoning activities including permit data, Zoning Hearing Board case data and decisions, fees and deposits from invoices paid, impact fees, and project status reports.
6. Establish new escrow accounts in Caselle for newly submitted subdivision/ land development and stormwater management plans; submit application fees and escrow account deposits to Finance Department; code Township consultant bill and submit to Finance department.
7. Identify problems/issues within the Department and inter-department processes; offer solutions.
8. Provide computer assistance within the Department; coordinate software applications, upgrade computer software with updates or corrections issued, work with consultant to resolve problems, establish computer procedures and recommend computer related purchases, Coordinate with CityView technicians to improve department use of CityView.
9. Update Department of Planning and Zoning web pages and suggest Assist with creating and/or updating forms, documents, agreements, and development of Standard Operating Procedures.
10. Coordinate Department purchasing of equipment and office supplies.

Other Functions

1. Attend training seminars or participate in on-the-job training to develop skills and knowledge, where required.
2. Prepare recommendations for department budget.
3. Provide inter-department assistance regarding scheduling, permitting, answering of telephones, and responding to emails.
4. Provide periodic inter-department computer application assistance.

Physical Requirements

1. Ability to verbally communicate professionally and effectively with stakeholders.
2. Ability to read, understand, and respond to emails and various department-level forms.
3. Ability to maintain a valid PA Driver's License and drive a vehicle.

Competencies

1. Thorough knowledge of office, administrative and communication practices, and procedures.
2. Thorough knowledge of Township programs, services, and operations.
3. Thorough knowledge of department policies and procedures.
4. Thorough knowledge of English word usage, spelling and punctuation.
5. Thorough knowledge of various computer software applications.
6. Thorough knowledge of customer service and public relations practices.
7. Basic knowledge of Township planning and zoning practices.

Skills

1. Operation of computer and advanced knowledge of computer programs. Operation of basic office equipment.
2. Operation of City View software program.

Abilities

1. Ability to post information accurately to record.
2. Ability to identify and correct grammatical errors.
3. Ability to establish filing systems, and sort items to alphabetical, numerical, or subject order.
4. Ability to prepare and maintain accurate records.
5. Ability to correctly perform basic mathematical computations with or without the use of a calculator.
6. Ability to operate office equipment including computer and periphery equipment, copier, fax machine.
7. Ability to sit and operate a keyboard for extended periods of time.
8. Ability to transmit accurate and complete information from callers or visitors.
9. Ability to demonstrate tact and patience when responding to stakeholders at all levels.
10. Ability to receive complaints, concerns and questions, appropriately direct response or take appropriate action to resolve situation or inquiry.
11. Ability to develop and maintain effective working relationships with all customers.
12. Ability to multi-task while maintaining attention to detail.
13. Ability to coordinate and complete multiple tasks and assignments with changing priorities and schedules.
14. Ability to handle confidential and sensitive information with discretion.
15. Ability to work independently or in a team environment.

Required Education and Experience

1. High school diploma or equivalent and related experience and job training which indicates possession of skills, knowledge and abilities listed above.
2. 1-3 years of experience in customer service, administrative service, or related field.

Preferred Education and Experience

1. Associate or Bachelor's degree in English, Accounting, or related field.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.