What are the responsibilities and job description for the Customer Service Representative - Community Development & Housing Department position at City of San Bernardino?
Are you passionate about public service and looking to grow your career in a fast-paced, community-focused environment?
Consider joining the City of San Bernardino as a Customer Service Representative in the Community Development and Housing Department!
About The City
As a future member of our team, you’ll be joining a city with deep roots, cultural diversity, and exciting momentum. Located in the heart of Southern California’s Inland Empire, San Bernardino is the county seat and largest city in San Bernardino County, home to more than 222,000 residents. Its rich history — shaped by Native American, Mexican, and Spanish influences — continues to inspire the city’s evolving identity.
San Bernardino offers access to major transit corridors, natural beauty, and a wide range of housing and lifestyle options. It’s a place where public service careers are supported by a strong sense of community and purpose — and where motivated professionals can grow, contribute, and be part of something meaningful.
About The Position
The Customer Service Representative (CSR) in the Community Development Department plays a vital role in delivering front-line service to residents, property owners, and businesses. As the first point of contact, the CSR provides accurate information on permits, code enforcement cases, inspection scheduling, and other departmental services. This position handles a variety of customer service tasks—processing payments and documents, preparing official notices, maintaining records, and navigating sensitive or complex inquiries with professionalism and tact.
CSRs in this department must be skilled at managing high volumes of public interaction while staying organized and detail-oriented. A strong understanding of city codes, procedures, and customer service principles is key, along with the ability to communicate clearly and resolve concerns effectively. The ideal candidate thrives in a fast-paced environment, demonstrates sound judgment, and is committed to supporting community development through responsive and respectful service.
The Ideal Candidate
As a Customer Service Representative in the Community Development and Housing Department, your day is all about helping residents access important City services with clarity and confidence. Whether answering housing-related questions or processing planning permits, you play a vital role in connecting the community to resources. Your day may include:
Education, Training And Experience
High School Diploma or G.E.D.; and two (2) years of progressively responsible customer service experience; or an equivalent combination of education, training and experience.
Licenses; Certificates; Special Requirements:
A valid State driver's license is required; certain assignments require the ability to obtain certification as a Registered Passport Agent and a notary license.
Desirable
Experience working in a public sector agency, government office, or in a community development or housing-related setting is highly desirable. Familiarity with municipal processes, housing assistance programs, or permit application procedures is a plus.
Knowledge Of
This recruitment will close on Sunday, December 21, 2025, at 11:59 p.m., or earlier if a sufficient number of applications have been received.
Applications review: Week of Monday, January 5, 2026
1st Interview: Week of January 12, 2026, or agreed upon date by both HR recruiter & Dept (TENTATIVE)
2nd Interview: Week of January 19, 2026, or agreed upon date by both HR recruiter & Dept (TENTATIVE)
Applications must be fully completed and clearly demonstrate that the minimum qualifications for the position are met. All information provided is subject to review, investigation, and verification. While resumes may be uploaded as supplemental documentation, they will not be accepted in place of a fully completed City application.
Following the initial screening, the most qualified candidates whose backgrounds best match the needs of the City will be invited to continue in the selection process. Meeting the minimum qualifications does not guarantee advancement. Candidates will remain under consideration until a final selection is made and an offer is accepted. The City of San Bernardino reserves the right to close the recruitment at any time and may determine that none of the applicants, including those who meet the minimum qualifications, are suitable for the position.
Successful Candidates Shall Be Required To
The City of San Bernardino participates in the E-Verify program. In compliance with federal law, all employers are required to verify the identity and employment eligibility of individuals hired to work in the United States.
Accordingly, the City will provide information from each new employee’s Form I-9 to the U.S. Department of Homeland Security and the Social Security Administration to confirm authorization to work in the United States.
For more information about E-Verify, please visit the U.S. Citizenship and Immigration Services website at www.uscis.gov
Disclaimers
The City of San Bernardino is an Equal Employment Opportunity Employer. The City follows a nepotism policy, which may impact hiring decisions if an applicant has relatives currently employed by the City.
In compliance with the Americans with Disabilities Act (ADA), the City provides reasonable accommodations for individuals with disabilities. Each request is evaluated on a case-by-case basis. To request an accommodation, please contact the Human Resources Department directly at (909) 998-2060.
This bulletin is intended for informational purposes only and does not constitute a contract, expressed or implied. Its contents may be modified or withdrawn without prior notice.
For questions regarding this recruitment, contact Human Resources at Fernandez_Li@sbcity.org. Additional information is available at www.sbcity.org.
Consider joining the City of San Bernardino as a Customer Service Representative in the Community Development and Housing Department!
About The City
As a future member of our team, you’ll be joining a city with deep roots, cultural diversity, and exciting momentum. Located in the heart of Southern California’s Inland Empire, San Bernardino is the county seat and largest city in San Bernardino County, home to more than 222,000 residents. Its rich history — shaped by Native American, Mexican, and Spanish influences — continues to inspire the city’s evolving identity.
San Bernardino offers access to major transit corridors, natural beauty, and a wide range of housing and lifestyle options. It’s a place where public service careers are supported by a strong sense of community and purpose — and where motivated professionals can grow, contribute, and be part of something meaningful.
About The Position
The Customer Service Representative (CSR) in the Community Development Department plays a vital role in delivering front-line service to residents, property owners, and businesses. As the first point of contact, the CSR provides accurate information on permits, code enforcement cases, inspection scheduling, and other departmental services. This position handles a variety of customer service tasks—processing payments and documents, preparing official notices, maintaining records, and navigating sensitive or complex inquiries with professionalism and tact.
CSRs in this department must be skilled at managing high volumes of public interaction while staying organized and detail-oriented. A strong understanding of city codes, procedures, and customer service principles is key, along with the ability to communicate clearly and resolve concerns effectively. The ideal candidate thrives in a fast-paced environment, demonstrates sound judgment, and is committed to supporting community development through responsive and respectful service.
The Ideal Candidate
- People Skills: Builds positive, respectful relationships with a diverse range of customers, coworkers, and community members, demonstrating patience, empathy, and professionalism—especially in high-volume or emotionally charged situations.
- Communication Skills: Communicates clearly and courteously in person, over the phone, and via email; explains City services and procedures in an accessible and customer-friendly manner.
- Attention to Detail: Maintains accuracy while processing applications, entering data, and reviewing documents; ensures compliance with City standards and program requirements.
- Multitasking and Organization: Manages a steady flow of customer inquiries and administrative tasks, prioritizing responsibilities in a fast-paced office environment without compromising quality.
- Team Collaboration: Works well within a cross-functional team, willingly assisting colleagues and contributing to a positive and service-oriented workplace culture.
As a Customer Service Representative in the Community Development and Housing Department, your day is all about helping residents access important City services with clarity and confidence. Whether answering housing-related questions or processing planning permits, you play a vital role in connecting the community to resources. Your day may include:
- Greeting walk-in visitors and responding to phone and email inquiries regarding housing assistance, permits, and community development programs.
- Reviewing and processing applications for housing programs, business licenses, or construction permits, ensuring documentation is complete and accurate.
- Scheduling inspections or appointments and providing updates on application or permit status.
- Preparing notices, letters, and informational materials for the public and internal stakeholders.
- Assisting customers in navigating complex procedures, often involving referrals to other City departments or outside agencies.
- Entering data into systems, maintaining case records, and generating reports to support departmental functions.
- Supporting the success of outreach events or community information sessions.
- Collaborating with team members to troubleshoot issues, improve customer experiences, and ensure services are delivered efficiently.
Education, Training And Experience
High School Diploma or G.E.D.; and two (2) years of progressively responsible customer service experience; or an equivalent combination of education, training and experience.
Licenses; Certificates; Special Requirements:
A valid State driver's license is required; certain assignments require the ability to obtain certification as a Registered Passport Agent and a notary license.
Desirable
Experience working in a public sector agency, government office, or in a community development or housing-related setting is highly desirable. Familiarity with municipal processes, housing assistance programs, or permit application procedures is a plus.
Knowledge Of
- Principles and practices of effective customer service and customer-oriented telephone etiquette.
- Principles and practices of sound business communication; correct English usage, spelling, grammar and punctuation.
- Business math.
- Modern office practices and procedures, including filing and recordkeeping systems.
- Uses and operations of a computer and standard business software including word processing, spreadsheet and database applications.
- For employees assigned to the Community Development Department: City code sections and their general provisions to provide information and respond to questions regarding a variety of code requirements violations.
- Operate a computer and other standard office equipment.
- Handle tactfully and effectively sensitive customer relations situations and calmly defuse situations that are emotional and volatile.
- Understand, interpret, explain and apply department policies and procedures applicable to the job assignment.
- Reach sound decisions in accordance with rules and policies.
- Understand and carry out written and oral instructions.
- Communicate clearly and effectively orally and in writing.
- Prepare clear, accurate and concise computer entries, records and basic correspondence.
- Maintain sensitive and confidential information.
- Use tact, discretion, patience and understanding in dealing with customers and the public.
- Establish and maintain highly effective working relationships with City staff, customers, the public and others encountered in the course of work.
- Perform basic research, including research of property records.
- Prepare accurate and concise records and reports using statistical data.
This recruitment will close on Sunday, December 21, 2025, at 11:59 p.m., or earlier if a sufficient number of applications have been received.
Applications review: Week of Monday, January 5, 2026
1st Interview: Week of January 12, 2026, or agreed upon date by both HR recruiter & Dept (TENTATIVE)
2nd Interview: Week of January 19, 2026, or agreed upon date by both HR recruiter & Dept (TENTATIVE)
- All dates are subject to change at the discretion of the personnel officer**
Applications must be fully completed and clearly demonstrate that the minimum qualifications for the position are met. All information provided is subject to review, investigation, and verification. While resumes may be uploaded as supplemental documentation, they will not be accepted in place of a fully completed City application.
Following the initial screening, the most qualified candidates whose backgrounds best match the needs of the City will be invited to continue in the selection process. Meeting the minimum qualifications does not guarantee advancement. Candidates will remain under consideration until a final selection is made and an offer is accepted. The City of San Bernardino reserves the right to close the recruitment at any time and may determine that none of the applicants, including those who meet the minimum qualifications, are suitable for the position.
Successful Candidates Shall Be Required To
- Pass a reference and background verification. References will not be contacted until mutual interest has been established.
- Degree verification
- Pass a pre-employment medical exam, which includes a Tuberculosis (TB) Exam, and Drug screen.
- Starting salary based on education and/or experience and internal equity.
The City of San Bernardino participates in the E-Verify program. In compliance with federal law, all employers are required to verify the identity and employment eligibility of individuals hired to work in the United States.
Accordingly, the City will provide information from each new employee’s Form I-9 to the U.S. Department of Homeland Security and the Social Security Administration to confirm authorization to work in the United States.
For more information about E-Verify, please visit the U.S. Citizenship and Immigration Services website at www.uscis.gov
Disclaimers
The City of San Bernardino is an Equal Employment Opportunity Employer. The City follows a nepotism policy, which may impact hiring decisions if an applicant has relatives currently employed by the City.
In compliance with the Americans with Disabilities Act (ADA), the City provides reasonable accommodations for individuals with disabilities. Each request is evaluated on a case-by-case basis. To request an accommodation, please contact the Human Resources Department directly at (909) 998-2060.
This bulletin is intended for informational purposes only and does not constitute a contract, expressed or implied. Its contents may be modified or withdrawn without prior notice.
For questions regarding this recruitment, contact Human Resources at Fernandez_Li@sbcity.org. Additional information is available at www.sbcity.org.