Client Facilitator Specialist

Salary $23.57 - $33.71/hour; $4,085.47 - $5,843.07/month; $49,025.60 - $70,116.80/year

This position is responsible for customer service work involving the administrative review of residential and commercial construction permits, along with other support functions. This is a bargaining unit position.

Employees in this class are responsible for performing tasks of more than average difficulty, providing thefirst level of support for all customers (phone, e-mail, and walk-ins); which involve reviewing, analyzing, processing, investigating and responding to customer concerns, as they relate to residential and commercial permit activities, as well as providing first level support to citizens in navigating the City’s website and permitting online portal. The exercise of reasonable initiative and independent judgment is required in the interpretation of basic permitting requirements.

Public contact is an integral part of the job. This jobs main function is handling a high-volume of calls and face-to-face customer service, which requires employees to exercise considerable tact and courtesy. Work is performed under general supervision with assistance available from higher level technical personnel in dealing with problems and technically demanding questions and is reviewed through observation, oral and written reports, and upon completion through observation of results obtained.

Primary function is to receive inbound customer calls in a call center environment and provide accurate, satisfactory answers to their queries and concerns.

Answers and responds to inquiries by telephone, e-mail and in person as they relate to reviewing, processing and/or investigating status about permit applications, fees due, payments,contractors’ licenses and insurance, general permit requirements, Notices of Commencement, inspections, Certificates of Occupancy, electrical power releases, performs administrative duties, deposits checks, and other related duties.

Assists customers in navigating theCity’s website and online permitting portal, troubleshoots digital signature submissions for customers.

Registers, verifies, and/or updates contractors’licenses and workers’ compensation insurance statuses; updates authorized agents in permitting system. Schedules/cancels inspections and assists with problems that arise.

Schedules walk-in appointments for customers, functions as receptionist on a rotational basis, signs customers into the City’s queueingsystem, and guides in-person customers to the appropriate work unit.

Under general supervision, the employee participates in assignments that require considerable contact with the general public.

Operates a computer to prepare correspondence, creates and maintains records and reports.

Performs related work as required.

Knowledge of
: standard office practices and procedures;administrative skills;
Microsoft Office applications; use of computers.

Ability to
: establish and maintain effective working relationships with other employees and the public; perform basic mathematical calculations with accurac y.

Mostly sedentary, indoors, requires extended use of computer, typing and viewing a monitor.

Graduation from an accredited high school or vocational school and one (1) year of customer service in high-volume office/call center setting.

Knowledge or experience of permitting/construction requirements are preferred.

Possession of a valid Florida driver’s license is required.

Evaluationofeducation and experience. Drug testing is included in allpre-employment processing.

Employees may be required to work rotating shifts, including nights, weekends, holidays and overtime as needed. During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.