POSITION DUTIES AND QUALIFICATIONS
SUMMARY OF DUTIES:
Provides customer service, and performs clerical duties. Processes and authorizes appropriate payments for services.
DUTIES AND RESPONSIBILITIES:*
Position Specific Summary
The Customer Service Representative position at the City of Tucson’s Planning and Development Services Department is responsible supporting permit application processing and performing administrative tasks. This position serves as a primary point of contact for the public within the division.
Work is performed under the supervision of the Management Assistant This position does not supervise.
Duties and Responsibilities
Provides customer service by answering the department’s main phone line, greets customers at the permit counter, responds to emails inquiry requests to explain actions required for permitting or plan review procedures. Determines applicant needs and directs to the appropriate personnel as needed.
Assists customers with the permit application processes for the online permit system in person, over the phone, and through email correspondence. Identifies, troubleshoots and resolves permit application issues to ensure a smooth application experience.
Reviews public records requests and department specific requests through online permitting system. Maintains existing files, scans microfiche film and uploads data online to convert physical records into digital formats, prior to corresponding with requestor through online communications.
Conducts research such as address verification, jurisdiction location to ensure accurate and timely information is being processed. Supports all stages of the permitting and planning process. Determines appropriate case types to identify necessary steps based on project criteria. Processes extension and address requests for building permits. Provides sample submittals as needed.
Researches inquiries and resolves discrepancies. Assists with complex inquiries and coordinates between department divisions and staff for customer satisfaction.
Prepares and maintains permit files, records and logs. Verifies fire information was logged and entered correctly within systems. Processes approved permits, licenses and applications. Reviews assigned cases, inspections and issues payments.
Communicates and escalates items out of compliance to the supervisor. Participates in process improvement initiatives by providing feedback.
Perform all other duties and tasks as assigned.
Working Conditions
Work performed in an indoor office environment.
* All duties, responsibilities listed are subject to change.
MINIMUM REQUIRED QUALIFICATIONS:
Education:
High school diploma or equivalent
Work Experience:
One (1) year of directly related experience
License:
Any combination of relevant education and experience may be substituted on a year-for-year basis.
ADDITIONAL MINIMUM REQUIRED QUALIFICATIONS:
Education:
High school diploma or equivalent
Work Experience:
-Billing and/or Account Collection, Clerical, Customer Service, Data Entry
License/Certifications:
Languages:
PREFERRED QUALIFICATIONS:
Experience working with municipalities.
Experience in telecommunications.
Experience utilizing permitting systems.
Bi-lingual (English/Spanish) is preferred.
ADDITIONAL POSITION INFORMATION:
Position Title:
Customer Service Representative
To view the full job profile including classification specifications and physical demands click here.
Department Name:
Planning and Development Services Center
Department Link:
https://www.tucsonaz.gov/Departments/Planning-Development-Services
Recruiter Name:
Dmitriy Adamia (101058)
Recruiter Email:
ccs_hr@tucsonaz.gov
FTE%:
100
FLSA:
Non-Exempt
Position Type:
Regular
COMPENSATION & BENEFITS
Full Hourly Range: $16.50 - 28.46 USD
The Full Hourly Range reflects the City of Tucson's pay range at the time of posting. 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.
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 at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.
POSTING INFORMATION
Posting Close Date:
Applicants must submit their completed application by 12-01-2024 at 11:59 p.m. MST
APPLICATION INSTRUCTIONS
Please see the special application instructions below and follow the directions for applying to this position.
Special Instructions:
As part of the online application process, all applicants are required to submit an updated resume. Applications received that do not contain a resume will be considered incomplete and will not be considered further in this recruitment process.
Physical and lifting abilities/requirements are determined by position and are included in the position description.
Background Check: This position has been designated to require a criminal background check.
CITY OF TUCSON IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER and 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). Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD
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 is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at EmployeeLeaves@tucsonaz.gov or 520-791-2619.
City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.
Questions? If you need assistance applying for any position, please contact recruitment@tucsonaz.gov or 520-791-4241.
ccs_hr@tucsonaz.gov
