Customer Service Representative III - DPW

Full Job Description

Provides support to customers seeking applications for DPW Right of Way permits and vehicle registrations associated with haulers of extraordinary loads. This includes processing a variety of permits, such as construction permits that alter the Right of Way, permits for Right of Way occupation, valet permits, and oversized/overweight load permits. Requests may come through on-site visits, phone calls, or email. Responds to permit issuance-related requests and complaints by performing record research. Under general supervision, performs responsible work requiring knowledge of departmental rules and exercises independent judgment.

Requirements

• Complete the intake and verify the accuracy and completeness of permit applications, required attachments and documentation, and account files for internal and external customers.
• Perform data entry for all applications, approvals, permits, licenses, inspection requests and other related actions into DPW’s databases.
• Interact with customers in person at the counter to address procedural questions related to permit issuance, payment requirements and issues, including any necessary telephone contact or follow-up.
• Interact with other governmental agencies, City departments and DPW divisions, and their computer systems, to request required information or schedule activities relating to the permit the customer is seeking. 
• Research departmental records for information related to status, inquires and payment histories. 
• Perform investigations through research of divisional files and departmental records for other government agencies.
• Prepare forms and records to document application and issuance of permits and licenses.
• Initiate investigations of illegal permit work and forwards information for inspection follow-up.
• Compile the results of activities and prepares reports, including statistical and metrics reports, reports for the office of the Ombudsman, and ADA ramp reports.
• Assist customers with completing applications and other forms and paperwork.
• Review applications and affidavits for completeness, including the attachment of all required documents and forms. Ensure that customer site plans adhere to established standards.
• Provide information, in person and by telephone, regarding general informational inquiries and procedures.
• Enter customer information via personal computer into database.
• Research customer inquiries and provide current information.
• Process payments related to permit applications or associated fees, and issue Certificates of Occupancy, compliance, Acceptance and Grants. 
• Documenting and maintaining records for resident complaints and inquiries.
• Utilization of advanced systems such as ArcGIS, OpenGov, ProjectDox, Smartsheet, and Dotmaps.
• Knowledge and enforcement of the Metro Act.
• Conduct Right of Way Management system testing.
• Cross-reference descriptions with our Right of Way Management system and ArcGIS to confirm jurisdictional compliance.
• Maintain and update the DPW sidewalk database.

Qualifications

• High school graduation or GED. 
• One year of experience in customer service or duties requiring a high volume of customer contact assisting the public with procedures related to obtaining construction permits and business, trade, and occupational licenses.
• The ability to research and maintain the maintenance of files and records, and the ability to prepare routine reports.

Equivalent combinations of education and experience which provide the required knowledge, skills, and abilities will be evaluated on an individual basis.

Additional Information

Evaluation Plan

• Interview: 70%
• Evaluation of Training, Experience & Personal Qualifications: 30%
• Total of Interview and Evaluation T.E.P: 100%

Additional points may be awarded for:

• Veteran Points: 0 – 15 points
• Detroit Residency Credit: 15 points

LRD: 02/18/2025

Knowledge, Skills, and Abilities:

• Knowledge of records maintenance procedures.
• Knowledge of effective customer relations practices.
• Knowledge of procedures and requirements for obtaining business, trade and occupational licenses and construction permits, as well as knowledge of services provided by DPW and other City agencies.
• Skill in interpersonal communication is necessary to obtain information and cooperation in sensitive and probing customer contacts.
• Skill in operating a personal computer and using standard office word-processing, spreadsheet, and database software.
• Skill in performing arithmetic computations with accuracy and speed.
• Ability to learn license and permit application and issuance policies and procedures.
• Ability to cross-train and work effectively as part of a team.
• Ability to operate common automated office equipment.
• Ability to develop and maintain effective working relationships.
• Ability to compile and maintain chronological records of events and account activities.
• Ability to acquire additional knowledge and skills to remain current and progress in the field.
• Ability to run reports using the permitting system and provide information for FOIA or other agencies and stakeholders based on ordinance.
• Ability to manage, track, and report on specific assignments in relation to license types deemed by the City Ordinance.
• Ability to generate reports from the current permitting system
• Must have the ability to attend meetings, relay content discussed, and offer guidance for more efficient processes.
• Ability to communicate effectively both verbally and in writing when dealing with customers and fellow team members.
• Ability to work effectively with flexibility within a team environment.

Physical Demands:

1. The employee generally remains in a stationary position for an extended period operating standard office equipment which may include computers, telephones, photocopiers, and fax machines.
2. The employee is expected to move about to accomplish tasks such as opening file cabinets and moving files.

Work Environment:

1. Employees in this class must wear apparel and appearance must be appropriate to office customer contact.
2. Work is typically performed within an office environment.

Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position.

The above statements reflect the general nature and level of work performed by employees assigned to this class. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Essential duties may vary from position to position.