Customer Service Representative III - Buildings, Safety Engineering and Environmental Department

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Customer Service Representative III - Buildings, Safety Engineering and Environmental Department

Salary

$32,288.00 Annually

Location

MI, MI

Job Type

Certified-Regular Civil Service

Job Number

20234081003BSEEDmm

Department

Buildings & Safety Eng

Opening Date

04/29/2024

Closing Date

5/31/2024 11:59 PM Eastern

Bargaining Unit

1530-AFSCME NonSupervisory Local 2920 (DWSD Cleric

Max Number of Applicants

75

Description

Benefits

Questions

Description

Buildings, Safety Engineering, and Environmental Department

Customer Service Representative III - BSEED

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.

Examples of Duties

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 BSEEDs 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.

Minimum 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.

Equivalency

Equivalent 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.

Supplemental 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:

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.

The employee is expected to move about to accomplish tasks such as opening file cabinets and moving files.

Work Environment:

Employees in this class must wear apparel and appearance must be appropriate to office customer contact.

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.

EMPLOYMENT BENEFITS

The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:

HEALTH

Medical - Eligible for hospital, surgical, and prescription drug benefits.

Dental

Vision

INSURANCE

Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.

Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.

PAID TIME OFF

Sick Leave

Vacation

Holidays

OTHER LEAVE BENEFITS

The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,

RETIREMENT BENEFITS

City Employees Retirement System

As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:

Completion of thirty (30) years of service;

- At age sixty (60) if you have at least ten (10) years of service, or

- At age sixty-five (65) with eight (8) years of service.

In the event of disability, other eligibility rules apply);

- An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;

Employees are vested after ten (10) years of service, regardless of age.

ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions.

Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit.

01

Do you possess a high school diploma or GED?

Yes

No

02

Do you have one (1) 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?

Yes

No

03

Do you have the ability to research and maintain the maintenance of files and records, and the ability to prepare routine reports?

Yes

No

04

Explain in detail, your customer service experience

Required Question

Agency

City of Detroit

Address

Coleman A. Young Municipal Center 2 Woodward Ave ste 316 Detroit, Michigan, 48226

Website

http://www.detroitmi.gov/Detroit-Opportunities/Find-A-Job

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