CUSTOMER SERVICE REPRESENTATIVE III - BSEED (& TO ESTABLISH A LIST)

Full Job Description

CUSTOMER SERVICE REPRESENTATIVE III-BSEED

Buildings, Safety Engineering, and Environmental Department

Provides support to customers on-site seeking applications for BSEED construction permits, business and occupational licenses, and contractor registrations.

Processes business and occupational licenses, construction permits, and license renewal applications, responds to permit and license 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

Essential Duties and Responsibilities (may perform other duties as assigned)

• Complete the intake and verify the accuracy and completeness of license and 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 BSEED’s databases.
• Schedule inspections of various disciplines using the permitting system.
• Interact with customers in person at the counter to address procedural questions related to permit and license issuance, payment requirements and issues, including any necessary telephone contact or follow-up.
• Interact with other governmental agencies, City departments and BSEED divisions, and their computer systems, to request required information or schedule activities relating to the license or permit the customer is seeking.
• Research departmental records for information related to status, inquiries and payment histories.
• Perform investigations through research of divisional files and departmental records for other government agencies.
• Prepare forms and records to document the application and issuance of permits and licenses.
• Initiate investigations of illegal use and forward information for enforcement follow-up.
• Compile the results of activities and prepare reports, including statistical and metrics reports.

• Assist customers with completing applications, affidavit of identity for candidates, and other forms and paperwork.
• Review applications and affidavits for completeness, including the attachment of all required documents and forms.
• 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 and issue Certificates of Occupancy, compliance, Acceptance and Grants.

Environmental DivisionProvides frontline customer service by responding to citizen phone calls, documenting complaints in SeeClickFix, and directing concerns to the appropriate City department when matters are outside Environmental enforcement authority.

Also performs administrative support work essential to the efficient operation of the division.

Property Maintenance DivisionWorks in a high-volume customer service setting with extensive phone and front-counter interaction.

Provides administrative and clerical support for approximately 7 to 10 Inspectors, including processing documentation, handling inquiries, and supporting overall division operations.

Construction Division
Provides administrative and customer service support by answering phones, scheduling & assisting with information gathering for FOIA requests.

Qualifications

Qualifications (required):

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.EquivalencyEquivalent combinations of education and experience which provide the required knowledge, skills, and abilities will be evaluated on an individual basis.Licenses, Certifications, and Other Special Requirements:Individuals entering this class must complete customer service training to establish permanent status in this class.Exemption from this requirement can be achieved through verification of recent previous training and the demonstration of acceptable customer service skills.

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 point

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 BSEED 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.