Customer Experience Representative

JOB SUMMARY STATEMENT: Performs front-facing customer service and case management support for all City Development functions, including permitting, licensing, planning and code administration. Serves as the first point of contact for residents, contractors, and businesses; provide guided navigation through City processes; addresses service needs proactively; and ensures consistent, high-quality customer experience across divisions. Responsible for accurate intake, documentation, communication, and coordination with planning, codes, and building staff.

Duties And Responsibilities

• Serve as the primary customer service representative for walk-ins, phone calls, and digital inquiries; provide clear guidance on procedures, requirements, timelines, and next steps.
• Identify customer needs, resolve basic issues when possible, and route complex matters to the appropriate division with accurate documentation and follow-through.
• Manage case intake and tracking, including entering and updating records, providing status updates, and ensuring timely communication to applicants and staff.
• Receive and process service requests, code inquiries, and complaints; create code cases as needed and provide complete information to assigned inspectors.
• Coordinate the primary building inspection line, including daily maintenance, customer communication, and scheduling inspections.
• Prepare and distribute customer-facing communication materials, including expiring permit notices; void expired permit invoices to maintain system accuracy.
• Complete month-end Codes reporting on the first business day of each month.
• Support customer workflow and communication through the City’s online Request Tracker portal.
• Perform routine administrative tasks including document and mail distribution within the department.
• Register voters for Jackson County in accordance with county procedures.
• Process financial tasks, including rotating second signature responsibilities for daily cash reports and completing full-time cash reporting during assigned months.
• Coordinate customer appointments, internal meetings, and consultations across City Development divisions as needed.
• Assist with digital document management, workflow standardization, and data organization.
• Collaborate with internal departments and external partners to improve customer service, resolve issues, and support process clarity.
• Support departmental reporting, customer service metrics, and continuous improvement efforts.
• Maintain cross-training across Business Services, Planning, Codes, and Building to provide consistent, unified counter support.
• Participate in special projects related to customer experience, workflow improvements, and major initiatives such as EnerGov upgrades.
• Perform other duties as assigned.
  
  

The above duties and responsibilities include those tasks, physical and mental requirements, visual requirement, unique physical surroundings and mental/cognitive abilities required to perform the essential elements of the position.

General Qualifications

• Education and Special License(s)/Certifications - High school diploma or GED.
• Experience – Two to three years of clerical and customer service experience.
• Skills - Skill in operating personal computer, including Microsoft Office (Excel, Word) software and general office equipment. Knowledge of ESRI/Arcview and GIS experience with municipal zoning codes preferred. Knowledge of basic budgetary and accounting principals, recordkeeping, report preparation, filing methods and records management techniques.
• Mental Requirements - Ability to communicate effectively, orally and in writing, and interface positively with the general public. Ability to perform tasks with minimum supervision. Ability to follow oral and written instructions.
• Physical Requirements - Must be able to sit for prolonged periods; must be able to listen to normal conversation; must be able to walk occasionally, and use hands and fingers to operate, handle, or feel objects, tools, or controls; must be able to reach with hands and arms; must be able to have vision sufficient to see close up and have the ability to adjust focus; and, must be able to occasionally lift up to 30 pounds and transport it 15 feet.
• Supervisory Responsibility - None.
  
  

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. These conditions are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

The City of Blue Springs is an organization that strives to embrace the spirit of inclusion and accessibility. We are an equal opportunity employer committed to building an inclusive and barrier-free environment in which all individuals have access to the City's facilities. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.