Customer Service Representative

Posting Close Date

Application and Special Instructions

Position Specific Summary

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

• Provides customer service, answers the department’s main phone line, greets customers face to face at the permit counter, and responds 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

Work performed in an indoor office environment.

All duties and responsibilities listed are subject to change.

MINIMUM QUALIFICATIONS

Education

Experience

Equivalency

Any combination of relevant education and experience may be substituted on a year-for-year basis.

License/Certifications

Preferred Qualifications

POSITION DETAILS

Job Profile

View full job profile including classification specifications and physical demands athttps://www.tucsonaz.gov/Departments/Human-Resources/Tucson-Talent.

Compensation Grade

Hourly Range

The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

Fair Labor Standards Act (FLSA)

Position Type

Time Type

Department

Department Link

Background Check

This position has been designated to require a criminal background check. The City of Tucson is a Second Chance Employer.

ABOUT US

Benefits

The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. You can learn more about our benefits athttps://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.

Citizenship

The City of Tucson employs only U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Services.  The City of Tucson does not offer visa sponsorship.

The City of Tucson is an Equal Opportunity/AffirmativeAction/Veterans/Disability Employer

The city does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status. If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD). 

ADA Accessibility Compliant Form

The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources atEmployeeLeaves@tucsonaz.gov.

Recruiter Name

Recruiter Email

For general Human Resources questions please contact 520-837-4190.