Permits Coordinator (Customer Service)

It's a great time to join the City of Boulder!

Application Deadline:

July 15, 2024

Compensation Details:

Full Pay Range

22.44 - 32.55

Generally, the hiring range is from the minimum up to 80% of the maximum of the range.This is a full-time hourly position.

Scheduled Weekly Hours:

40

Benefit Eligibility Group:

Non Union (30+ Hours)

Locate the Benefit Eligibility Group value on the Employee Benefit Eligibility document to identify the benefits offered for this job.

Job Description Summary:

OVERVIEW OF ROLE (Customer Service Coordinator)

Coordinates and provides excellent customer service with high professionalism while interacting with customers on the phone, at the front desk, with staff, and with the public to resolve problems, answer questions, and provide general information. Serves as an information resource regarding specific departmental activities.

Job Description:

CUSTOMER SERVICE COORDINATOR

ESSENTIAL DUTIES AND RESPONSIBILITIES

Planning & Development Services

• Main Phone Line-1880

• Triages customer questions or needs by asking clarifying questions, utilizing available resources, and demonstrating basic knowledge of the operations and services provided by P&DS.

• Assists citizens with simple questions and routes all other calls to Inquire Boulder or staff as appropriate.

• Assigns Inquire Boulder tickets accordingly.

• Collaborates with the Service Operations team to ensure that business standards are met and that customers are served efficiently and effectively

• Utilizes available resources (training binder/share drive, website, code references, subject matter experts) and collaborates with colleagues across the department

• Sorts and distributes mail

• Processes checks received in the mail for various invoice and case types and performs cashier payments for customers following procedures set by the finance department's business processes, ensuring accuracy and consistency.

• Respond to contractor inquiries on permit cases.

• Enter contractor information on permit cases in EnerGov and update licenses as needed for customers waiting for permits.

• Routes contractor inquiries and information to the appropriate staff.

HUB Services Center Front Desk Support Duties:

• Creates a welcoming and helpful environment for all customers visiting the HUB Services Center.

• Triages walk-in customer questions or needs by asking clarifying questions, utilizing available resources, and demonstrating basic knowledge of the operations and services provided by P&DS.

• Performs customer support tasks to assist in daily operations of the HUB Service Center. Position includes, but is not limited to, the following:

• Effectively resolves customer issues and questions related to the EnerGov Customer Self-Service (CSS) portal, including assisting customers with:

• CSS registration issues and a general understanding of how to navigate the portal.

• How to locate permits and understand the status of the permit

• How do you see comments related to permits or inspection status

• Stocks, tidies, and cleans computer and resource area regularly after each customer

• Operates office equipment, including typing, editing, formatting, copying, and printing documents. Modifies and composes brief written materials, including editing, proofreading, and correcting grammar.

• Collaborates with the Service Operations team to ensure service standards are being met and customers are being served efficiently and effectively.

• Supports the Service Operations team to maintain permit operations, as requested.

• Performs administrative tasks in support of daily operations of the division or department. Position includes, but is not limited to, the following:

• Respond to and archive permit admin emails.

• Performs meter releases daily to Xcel.

• Performs office equipment maintenance and oversees service requests

• Remains aware of issues requiring special attention in response to City directives; follows up with appropriate staff to ensure that issues are addressed promptly.

• Often, under direct supervision, and prepares information summaries from various sources. Performs calculations to develop trends, breakdowns, and other comparisons. Surveys other municipalities and compiles comparative data.

• Organizes and maintains records required for reporting, performance measures and related activities.

• Take proper safety precautions to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies and procedures. Reports all accidents and damage to city property.

• Knows and complies with all city and department policies; participates in professional training and development; and adheres to attendance and workplace attire policies.

Supports

Customer Services

• Monitors departmental goals/work plans and prepares status reports and updates.

• Acts as departmental contact to other departments to coordinate and resolve administrative issues.

• Prepares or oversees the preparation of other written reports, materials, and correspondence, including developing and maintaining spreadsheets and databases for tracking projects, programs, etc.

• Maintains current knowledge of automated and other systems and strategies to ensure proficiency in evolving business processes and technology-trains in new technologies in areas of responsibility. Investigate and suggest opportunities to enhance knowledge and expertise.

CSS Customer Support Specialist Duties:

• Performs customer support tasks to assist in daily operations of the division or department. Position includes, but is not limited to, the following:

• Effectively resolves customer issues and questions related to the EnerGov Customer Self-Service (CSS) portal, including assisting customers with:

• CSS registration issues and a general understanding of how to navigate the portal

• How to locate permits and understand the status of the permit

• How to see comments related to permits or inspections

• Resolution of customer contact and email-related issues

• Any additional CSS-related issues or questions

Inspections Support Duties:

• Provides inspection support, analyzes information, processes data, and supports the following permitting areas: Supports inspection processes and collaborates with inspectors and inspection supervisor.

• Respond to customer phone calls on the inspection line by the end of the business day, assist in scheduling inspections, and encourage customers to utilize the CSS online inspection scheduling system.

• Performs daily meter releases, taking information from inspectors and releasing meter information to Xcel the same day.

• Communicates/collaborates with inspectors and inspection supervisor daily

Microsoft Bookings Coordinator

• Appointment Process Administration

• Ensures the Microsoft Bookings software is working efficiently and effectively

• Reviews appts scheduled every day

• Ensures schedule accuracy

• Confirms assignment with the appropriate personnel

• Confirms customer information

• Communicates proactively with customers and promptly

• Serves as the subject matter expert for the Microsoft Bookings software and appointment process

• Triages incoming appointment requests through the Microsoft Bookings program and ensures an adequate number of appointments are available

Customer Response Management (CRM) Coordinator (Inquire Boulder): Customer Interaction Administration

• Looking for patterns and themes to develop self-help tools or process improvements.

• Identifying tickets that are not assigned correctly.

• Connecting regularly with the Bookings Coordinator to see where there are overlaps/opportunities.

• Identifying training opportunities for staff

• Ensure tickets are being responded to promptly and escalate if not.

• Documenting configuration changes and developing metrics and a reporting strategy

• Research and compiles information. Position includes, but is not limited to, the following:

• Research historical records and gathers information from a variety of reports and sources.

• Often, under direct supervision, prepares information summaries from various sources.

• Performs calculations to develop trends, breakdowns, and other comparisons.

• Organizes and maintains records required for reporting, performance measures, and related activities.

MINIMUM QUALIFICATIONS

• Ability to work with confidential information.

• Ability to demonstrate good organizational and math skills.

• Ability to develop and maintain accurate filing systems.

• Ability to work independently with minimal supervision, prioritize and resolve problems, and complete tasks while working under pressure in a fast-paced environment.

• Ability to accurately type at 50-60 wpm.

• Knowledge of and demonstrated ability to work in an office, meet deadlines, and work individually or on a team.

• Knowledge of and ability, interest, and desire to communicate courteously and effectively with the public and city staff and to provide excellent customer service in person and over the telephone; must be courteous, patient, and personable when working with the public.

• Knowledge of and skilled in data entry, proofreading and editing, including excellent grammar, punctuation, and spelling skills

• Knowledge of and experienced with Microsoft Office products.

• Knowledge of and experience with database and spreadsheet software.

• Have and maintain acceptable background information, including criminal conviction history.

PREFERRED QUALIFICATIONS

• Ability to communicate fluently in English and Spanish

• Ability to demonstrate previous government experience.

• Knowledge of and experience with municipal government building permitting functions, codes, and processes.

• Knowledge of and experience using Adobe products, Microsoft Bookings, and Tyler Technology products.

REQUIRED EDUCATION AND EXPERIENCE

• Associate's degree; or equivalent of 4 years of experience may substitute for the education requirement only.

• Three years of progressively responsible administrative office experience.

SUPERVISION

Supervision Received: Permits Operations Manager

Supervision Exercised: None

WORKING CONDITIONS AND REQUIREMENTS

• Physical and Mental Effort: Sufficient clarity of speech and hearing or other communication capabilities that permit the employee to communicate effectively on the telephone and in person. Sufficient vision or other powers of observation permit the employee to review, evaluate, and prepare various written documents and materials. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient personal mobility and physical reflexes permit the employee to work in an office setting. Work may include extended periods of viewing a computer video monitor and operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.

• Work Environment: Sufficient clarity of speech and hearing or other communication capabilities that permit the employee to communicate effectively on the telephone and in person. Sufficient vision or other powers of observation permit the employee to review, evaluate, and prepare various written documents and materials. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient personal mobility and physical reflexes permit the employee to work in an office setting. Work may include extended periods of viewing a computer video monitor and operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.

• Machines and Equipment Used: Frequently uses standard office equipment including personal computers, telephones, calculators and copy/fax machines.

Additional Job Description:

Last updated (Bookings Coordinator) March 2024

Last updated (Customer Service Coordinator) June 2024

The City of Boulder is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected statute. For individuals with disabilities who would like to request an accommodation, please send a request to HR@bouldercolorado.gov.