Customer Affairs Specialist

Job Summary

This position is located in the Department of Buildings (DOB), the Office of the Director. The mission of DOB is to protect the safety of residents, businesses, and visitors and advance the development of the built environment through permitting, inspections, and code enforcement.

Incumbent is responsible for managing various aspects related to customer inquiries and account maintenance, including but not limited to, accessing customer accounts to review ongoing work and respond to status related questions, updating account with relevant notes, explaining procedures and outlining next steps. The incumbent addresses customer issues, complaints, and inquiries through phone, chat, and email, ensuring customer satisfaction remains central to every decision and action.

Duties And Responsibilities

Serves as a team lead to Customer Affairs Specialists at lower grade levels, offering coaching, mentoring, and continuous support to drive process improvement, when requested by supervisor. Leverages resources efficiently to seize business opportunities and address customer needs. Provides guidance and resolution recommendations for colleagues who require assistance to resolve complex customer concerns.

Serves as an intermediary between the DOB and the division, citizen groups, developers, property managers, and other agencies to move specific projects forward. Create monitors and executive designated projects, ensuring seamless management and oversight to completion. Collaborate with the Customer Affairs Manager to implement necessary process enhancements that increase customer satisfaction ratings, positively impact process efficiency, and/or decrease cycle times.

Qualifications And Education

Specialized Experience: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

Licenses and Certifications

None

Working Conditions/Environment

Work is performed in a office setting.

Other Significant Facts

Tour of Duty: Monday-Friday 8:15 AM – 4:45 PM 

Pay Plan, Series and Grade: CS-0301-12

Promotion Potential: No Known promotion potential

Collective Bargaining Unit: This position is not covered under a collective bargaining unit.

Position Designation: The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability – Security Sensitive.

EEO Statement: The District of Columbia Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.