Customer Support Analyst; Perm

Overview

Job Description

Summary:

Performs administrative, technical support, and customer service work supporting 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. The Department is recruiting for two (2) Customer Support Analyst positions within Development Review.

Duties vary by assignment, but the responsibilities below cover both roles. Salary Range: $41,820.00–$;
Budgeted Salary: $45,000.00.

• Serves as the primary point of contact for customers, providing professional, courteous, and responsive assistance in person, by telephone, and via 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 policies, procedures, codes, and regulations.
• Coordinates routing of permit applications, development plans, and supporting documentation to 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 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; ensures documentation is complete, organized, and current.
• Researches property records, zoning maps, subdivision plats, site plans, GIS information, and other public records to support customers and permit/development review activities.
• Calculates plan and zoning certificate fees and other payments; prepares invoices.
• Performs administrative and clerical functions in support of Development Review operations, including document preparation, correspondence, filing, data entry, report generation, scheduling, and records management.
• Uses departmental software and standard office applications to enter, update, track, retrieve, and report permitting and development information.
• Performs other related duties as assigned.

• Education and Experience: Possession of a high school diploma or GED, and four (4) years of progressively responsible administrative, accounting or technical experience, including personal computer operation and customer relations work; OR an Associate of Arts degree in business management or planning-related field (such as geography, legal services or engineering) and one (1) year of office administrative experience.
• Licenses: Valid Class C non-commercial driver’s license with no more than three (3) points; a valid driver’s license is required.
• Knowledge, Skills, and Abilities: Knowledge of permitting, planning, zoning, land development, and land use administration; building construction basics and permitting processes; applicable laws, regulations, policies, and procedures; office administration and records management; MS Office Suite (Word, Excel, Outlook, Teams); electronic permitting and records systems; ability to interpret laws, explain procedures clearly, manage multiple tasks, and maintain confidentiality.
• Skills: Exceptional customer service; accurate documentation; data entry and reporting; organization and prioritization; effective written and verbal communication; use of computerized permitting and records systems.
• Abilities: Work independently with minimal supervision, collaborate within a team, adapt to changing workloads, maintain accuracy in a fast-paced environment, and maintain professional relationships with staff, external agencies, and the public.

• Safety:
  Must comply with all applicable safety regulations and department policies.
• Benefits:
  Health, dental & vision insurance; flexible spending accounts; retirement plan; life and disability insurance; paid leave and holidays; tuition reimbursement.
• Equal Opportunity:
• Harford County Government is an equal opportunity employer and commits to providing equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, genetic information, veteran status, or any other protected status in accordance with applicable law.