Building & Development Coordinator

City of Atlanta; Atlanta (GA); On-site; USD 59,000 - 79,000; Full time

Job summary

City of Atlanta seeks a customer-focused staff member to serve as the first point of contact for the public and assist with the permitting process across all offices. You will resolve issues in real time via calls, emails, and face-to-face interactions, delivering best-in-class service while navigating complex city procedures.

The role requires reading civil and architectural plans, updating Accela data, and coordinating with Building & Development teams to move permits toward issuance.

Qualifications

• 4+ years of customer service experience is required.
• High School Diploma or GED is required; higher education is a plus.
• Ability to communicate effectively with diverse stakeholders.

Responsibilities

• Greet customers and provide professional service.
• Process intake and issuance of building permit applications.
• Read civil and architectural plans as needed.
• Answer calls, emails, and direct guests to appropriate personnel.
• Update data in the Accela system and maintain records.

Skills

Communication

Customer service

Team collaboration

Independent judgment

Office software

Data systems

Permit procedures

Social media

Education

High School Diploma or GED

Tools

Accela

Job description

Salary Range: $58,977.96- $78,735.58

Job Description

Department: City Planning

Posting Expires: 9/8/2026

Salary Range: $58,977.96- $78,735.58

General Description And Classification Standards

First point of contact with the public and serve liaisons between the public and all aspects of the permitting process across all offices within the City of Atlanta. Work to proactively resolve issues through reports, and work in real-time to resolve issues via inbound calls, emails, and face-to-face interactions. The incumbent must provide exceptional customer service on behalf of the City of Atlanta. The ideal candidate provides best-in-class customer service to all customers (internal and external) who either call or enter the office; approach customers courteously, conversationally, and immediately – with a smile. The candidate must be able to quickly assess and identify the needs of the customer through probing and listening – eventually suggesting and providing general direction and assistance to the public. Must be a curious and intentional learner; one who is willing to go the extra mile to assist customers. This is a public-facing opportunity that ensures our department standards are maintained through consistent efforts. This position advises upper-level management of any process and procedure inconsistencies. While in this role, a large degree of professionalism and problem-solving skills is expected. The candidate must be able to work in a team-centered environment yet can function independently. This person will also serve as a member of the Development Services Team and work to maneuver customers who are experiencing lags in the permitting process. Incumbents must be versed in reading and understanding the associated reports and can communicate across departmental lines to move stagnant permits to the point of issuance. The incumbent must ensure that best-in-class customer service is provided to both internal and external customers and embrace, support, and promote the City’s core values, beliefs, and culture.

Supervision Received

Works under general supervision reporting directly to the Building & Development Manager.

Responsibilities

Essential Duties & Responsibilities

• Establish and maintain positive and professional relationships with customers, assigned staff, and coworkers.
• Maintain professionalism, and composure, and demonstrate tact, patience, and courtesy always.
• Greets customers in a friendly, kind, and helpful manner.
• Process intake and issuance of all types of building permit applications. This function requires the candidate to have the ability to read and understand civil and architectural plans.
• Promptly answer phone calls, emails, and other correspondence within the Office of Buildings and accurately direct guests to appropriate personnel or Work Stream.
• Provide a variety of administrative and customer service activities to assist any customer visiting the Office of Buildings. Assist with customers who are seeking information or requesting copies of documents retained by the Office of Buildings through the Records Retention process.
• Receive, respond, and provide the outcome to complaints from customers.
• Interview citizens either by phone or in person to determine the details of the inquiry or problem.
• Advise departmental personnel, citizens, and others on the status of permit applications that are pending and make referrals to other agencies as appropriate.
• Demonstrate excellent customer service, organizational, and communication skills.
• Provide proactive support to a variety of internal and external customers concerning a broad base of City issues relating to permitting/zoning, projects, services, and customer concerns.
• Enter, and update data into the computer system (Accela).
• Review daily updates concerning new City activities/events/ordinances/legislation.
• Ensures all inquiries from the mail, walk-in, and telephone receive prompt and courteous responses.
• Escalate problems as necessary to ensure resolution; follow up on open tickets and request for final resolution.
• Taking ownership of the entire permitting process; Attending to all permit-related customer service inquiries; Moving Stagnant Permits; Educating customers on the permitting process; Resolving issues without escalation; Walking customers through the electronic submittal process when necessary; Communicating issues that require escalation through the proper chain of command; Registering and updating contact information for applicants and professionals; Proactively updating customers on their status through the longer processes.

Qualifications

Knowledge, Skills & Abilities

• Communicate effectively using various methods of communication and platforms.
• Work effectively and efficiently under stress and difficult customers.
• Works collaboratively with team members to resolve customer challenges.
• Ability to use independent judgment and make sound decisions.
• Ability to use specialized office data systems, all social media platforms, and standard office software.
• Ability to establish and maintain effective working relationships with fellow employees, other officials, representatives of other government agencies, developers, and the customer.
• Ability to provide information and answer questions pertaining to the City’s building permit procedures in a tactful and courteous manner to the customer.
• Ability to gather relevant information to solve customers’ questions and problems.

Minimum Requirements

• High School Diploma or GED
• Must have at least 4 years of customer service experience; Higher education, such as an associate or bachelor’s degree