Senior Customer Service Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Department:
Administration

Pay Grade: 511

FLSA Status:
Non-Exempt

Job Code: A602

As a Senior Customer Service Specialist, the role involves providing comprehensive support to an assigned department, division, or program, both internally and externally. This encompasses addressing inquiries from the public, other City departments, and external agencies. Key responsibilities include managing various permits such as land development, tree removal, and building construction permits and overseeing the reception, verification, and distribution of associated documents and plans.

Additionally, duties entail confirming permit fees, reviewing computer records for permit processing, answering calls, assisting callers and walk-in customers with application and technical inquiries, conducting document research and review, and offering clerical and administrative support. Moreover, the role requires in-depth knowledge of all Customer Service Representative roles within the organization.

• Serve as the primary point of contact for external customers, offering assistance via telephone or in person, directing them to appropriate staff, providing general information about City services, and explaining departmental policies and procedures.
• Engage with customers through multiple communication channels, including walk-in, phone, email, chat, messaging, and social media comments.
• Effectively communicate solutions verbally or in writing.
• Receive and address customer inquiries, emails, and support tickets using an online tracking system.
• Provide essential technical guidance to customers regarding phone applications, mobile websites, and mobile apps.
• Ensure accuracy and completeness of all transactions, including openings, closures, and intermediates.
• Manage customer accounts for programs such as property taxes and utility services, accepting applications for utility services and homestead exemptions.
• Process various payments, including alcohol license fees, utility bills, property taxes, and application/permitting fees.
• Handle requests and adjustments for utility accounts and property tax assessments.
• Perform miscellaneous customer service tasks or projects as needed.
• Assist in training and onboarding new Customer Service representatives.
• Support the development and maintenance of training materials and educational resources.
• Research industry trends, policies, and certifications and deliver ongoing training to employees.
• Receive and process land development, tree removal, electrical, mechanical, and plumbing trade permit applications.
• Support customer service needs across all City departments.
• Collaborate with business owners, contractors, and other stakeholders to advocate for their needs and support economic development initiatives.
• Coordinate with multiple departments to address customer service needs, including planning and development-related issues.
• Demonstrate knowledge of planning, development, and zoning processes and troubleshoot related issues.
• Ensure accurate billing processes.
• Address unique customer service requests or escalations.
• Analyze work papers, reports, and special projects, interpreting technical and numerical information and problem-solving operational and technical procedures.
• Accurately input, update, verify, and correct data in computer systems or records.
• Verify the validity of contractor and business licenses.
• Retrieve and provide documents, records, and…