Public Permit Center Customer Experience Pro

City and County of San Francisco; San Francisco (CA); Presencial; USD 50.000 - 70.000; Jornada completa

Descripción de la vacante

The City & County of San Francisco's Planning Department seeks a Customer Service Representative to handle inquiries about government services at the Permit Center. You will identify customer needs, provide information, and guide applicants through permitting processes using Salesforce and PermitSF (OpenGov) portals.

Under supervision, you will assist diverse customers, de-escalate issues, and coordinate with multiple city departments to ensure timely follow-up and resolution.

Formación

• Experience providing excellent customer service in a high-volume, public-facing environment.

Responsabilidades

• Provide in-person customer service and respond to inquiries regarding permitting services, departmental processes, and City programs at the Permit Center Help Desk.
• Assess customer needs, provide accurate information, and direct customers to the appropriate staff, department, or resource.
• Assist customers with navigating the PermitSF Portal (OpenGov), Public Works Clariti Portal, and other applicable systems, including account registration, application submission, and status inquiries.
• Enter, retrieve, and maintain customer information and service requests in Salesforce, permitting systems, and other designated applications.
• Identify, document, and escalate application issues, processing delays, technical concerns, and other matters requiring additional assistance.
• Coordinate with staff, divisions, and partner agencies to address customer service and permitting issues.
• Support new and evolving customer service procedures associated with PermitSF and the consolidated permitting organization.
• Perform other related duties as assigned.

Conocimientos

Customer service

De-escalation

Communication

Cross-department collaboration

Explain processes clearly

Herramientas

Salesforce

OpenGov

Clariti

Descripción del empleo

The City & County of San Francisco's Planning Department seeks a Customer Service Representative to handle inquiries about government services at the Permit Center. You will identify customer needs, provide information, and guide applicants through permitting processes using Salesforce and PermitSF (OpenGov) portals.

Under supervision, you will assist diverse customers, de-escalate issues, and coordinate with multiple city departments to ensure timely follow-up and resolution.