Client Facilitator Specialist

Tampa Hispanic Heritage, Inc; Tampa (FL); On-site; USD 49,000 - 70,000; Full time

Job summary

The City of Tampa is seeking a Customer Service Clerk to provide first-level support for residential and commercial permit inquiries, review applications, collect fees, and assist contractors and residents online and in person.

This role handles a high-volume call center, emails, and walk-ins, requires courteous communication, and may involve rotating shifts including evenings and weekends to support permit operations.

Qualifications

• Graduation from an accredited high school or vocational school and one year of customer service in a high-volume office/call center.
• Knowledge or experience of permitting/construction requirements preferred.
• Possession of a valid Florida driver’s license is required.

Responsibilities

• Answer and respond to inquiries by phone, email, and in person regarding permit applications, fees, payments, and licenses.
• Provide first-level support to customers navigating the City’s website and online permitting portal.
• Schedule inspections and assist with related problems; verify licenses and insurance statuses.
• Operate a computer to prepare correspondence and maintain records and reports.
• Register, verify, and update contractors’ licenses and insurance statuses.
• Direct customers to the appropriate work unit and assist with walk-in appointments.

Skills

Customer service

Call center

Phone support

Education

High school diploma

Job description

Salary $23.57 - $33.71/hour; $4,085.47 - $5,843.07/month; $49,025.60 - $70,116.80/year

This position is responsible for customer service work involving the administrative review of residential and commercial construction permits, along with other support functions. This is a bargaining unit position.

Nature Of Work

Employees in this class areresponsible for performing tasks of more than average difficulty, providing thefirst level of support for all customers (phone, e-mail, and walk-ins); whichinvolve reviewing, analyzing, processing, investigating and responding tocustomer concerns, as they relate to residential and commercial permitactivities, as well as providing first level support to citizens in navigatingthe City’s website and permitting online portal. The exercise of reasonable initiative andindependent judgment is required in the interpretation of basic permittingrequirements.

Public contact is an integral part of the job. This jobs main function is handling a high-volume of calls and face-to-face customer service, which requires employees to exercise considerable tact and courtesy. Work is performed under general supervision with assistance available from higher level technical personnel in dealing with problems and technically demanding questions and is reviewed through observation, oral and written reports, and upon completion through observation of results obtained.

Examples of Duties

Primary function is to receive inbound customer calls in a call center environment and provide accurate, satisfactory answers to their queries and concerns.

Answers and responds to inquiries bytelephone, e-mail and in person as they relate to reviewing, processing and/orinvestigating status about permit applications, fees due, payments,contractors’ licenses and insurance, general permit requirements, Notices ofCommencement, inspections, Certificates of Occupancy, electrical powerreleases, performs administrative duties, deposits checks, and other relatedduties.

Assists customers in navigating theCity’s website and online permitting portal, troubleshoots digital signaturesubmissions for customers.

Registers, verifies, and/or updates contractors’licenses and workers’ compensation insurance statuses; updates authorizedagents in permitting system. Schedules/cancels inspections and assists withproblems that arise.

Schedules walk-in appointments for customers, functions asreceptionist on a rotational basis, signs customers into the City’s queueingsystem, and guides in-person customers to the appropriate work unit.

Under general supervision, theemployee participates in assignments that requireconsiderable contact with the generalpublic.

Operates a computerto prepare correspondence, creates and maintains recordsand reports.

Performs related work as required.

Knowledge, Skills & Abilities

Knowledge of: standard office practices and procedures;administrative skills; Microsoft Office applications; use of computers.

Ability to: establish and maintain effectiveworking relationships with otheremployees and the public; perform basic mathematical calculations with accurac y.

Physical Requirements

Mostly sedentary, indoors, requires extended use of computer, typing and viewing a monitor.

Minimum Qualifications

Graduation from an accredited high school or vocational school and one (1) year of customer service in high-volume office/call center setting.

Knowledge or experience of permitting/construction requirements are preferred.

Licenses or Certifications

Possession of a valid Florida driver’s license is required.

Examination

Evaluationofeducation and experience. Drug testing is included in allpre-employment processing.

Comments

Employees may be required to work rotating shifts, including nights, weekends, holidays and overtime as needed. During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

Conclusion