Customer Service Representative

Customer Service Representative

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.

Duties and responsibilities include providing customer service, answering the department's main phone line, greeting customers face to face at the permit counter, and responding 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.

Working conditions include work performed in an indoor office environment.

Minimum qualifications include a high school diploma or equivalent and one (1) year of relevant experience. Any combination of relevant education and experience may be substituted on a year-for-year basis.

Preferred qualifications include 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.

Position details include job profile J0152 - Customer Service Representative, compensation grade G102, hourly range $16.50 - 24.75 USD, non-exempt, full time, department Planning and Development Services Center.

The City of Tucson offers a generous benefits package for benefit-eligible positions, including medical, dental, vision, life, disability, and FSA coverage, a rich pension plan, paid time off, parental leave, tuition reimbursement, and more.

The City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer. The city does not discriminate based on race, color, religion, sex, national origin, veteran status, age, disability, genetic testing, or any other protected status.