Service Operations Coordinator

City of Boulder; United States; Hybrid; USD 32,000 - 47,000; Full time

Job summary

The City of Boulder is seeking a dedicated HUB Customer Care professional to assist customers via in-person, phone, and digital channels. You will handle triage, intake, and service resolution, supporting Planning and Development Services operations, permits, and related processes.

Responsibilities include guiding customers through the CSS portal, updating records, and coordinating with staff to maintain service standards.

Qualifications

• Ability to provide excellent customer service in person, in writing, and over the phone with professionalism.
• Must be able to develop and maintain accurate filing systems.
• Ability to navigate processes, gather and analyze data before acting.
• Ability to work independently and in a team, meet deadlines, and handle multiple tasks.

Responsibilities

• Provides welcoming, professional customer service to phone and walk-in customers and directs complex inquiries.
• Coordinates interactions with customers and staff to resolve issues.
• Resolves questions and provides information about Planning and Development Services operations and permits.
• Supports customers with the CSS portal, including registration and permit status checks.
• Maintains records and reports for performance measures and operations.

Skills

Customer service

Organizational skills

Data entry

Typing 50-60 wpm

Microsoft Office

Communication

Education

Associate’s degree or equivalent experience

Tools

Microsoft Office

Database/spreadsheet software

Job description

It’s a great time to join the City of Boulder! Application Deadline: October 2, 2026 Compensation Details: Hiring Range 23.58 - 34.19 This is a full-time hourly position. Scheduled Weekly Hours: 40 Benefit Eligibility Group: BMEA (20+ 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 (HUB)

Under general supervision, provides patient and empathetic customer care in the form of triage and navigation, intake, routine and guided service resolution, financial transactions, appointment support, and assistance with customer-facing technology across in-person, telephone, and digital channels. This professional customer care role makes customers feel seen and heard regarding general and specific departmental matters.

HUB ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides welcoming, professional customer service to phone and walk-in customers by identifying needs, asking clarifying questions, answering routine questions, and directing complex inquiries to appropriate staff.
• Coordinates interactions with customers and staff.
• Resolves problems, answers technical program questions, and provides general information.
• Utilizes department resources, including the website, training materials, code references, and subject matter experts, to provide accurate information and resolve customer questions related to Planning and Development Services (P&DS) operations, permits, and services.
• Supports customers with the city’s land management and permitting Customer Self-Service (CSS) portal, including registration, navigation, locating permits, understanding permit status, and accessing permit and inspection comments.
• Assigns, responds to, routes, and archives inquiries and tickets, including contractor questions, ensuring requests are directed to the appropriate staff and addressed in a timely manner.
• Provides contractor and permit support by entering and updating contractor information and licenses in the city’s land management and permitting software and assisting with permit operations as requested.
• Collaborates with the Service Operations team and department staff to maintain service standards, improve workflows, and ensure customers are served efficiently and effectively.
• Performs administrative and operational support duties, including processing mail and payments, completing daily meter releases to Xcel, maintaining office equipment, ordering office supplies, responding to service requests, and maintaining customer-facing resource areas.
• Prepares, edits, formats, copies, and prints documents and brief written materials; maintains organized records for reporting, performance measures, and related departmental activities.
• Collects and organizes information from internal and external sources, including surveying other municipalities and compiling comparative data to support trends, summaries, and operational analysis.
• Monitors issues requiring special attention, follows up with appropriate staff to ensure timely resolution, and escalates as needed.
• Knows and complies with City and department policies, safety requirements, and professional standards.
• Monitors departmental goals and prepares status reports and updates.
• Acts as departmental contact to other departments for coordination and resolution of administrative issues.
• Prepares written reports, materials, and correspondence, including the development and maintenance of spreadsheets and databases for tracking projects, programs, etc.
• Trains in new technologies in areas of responsibility.
• Investigates and suggests opportunities to enhance knowledge and expertise.
• Models effective and efficient communication and customer service with the public and city staff by following the P&DS Customer Interaction and Communication Guidelines and the citywide Customer Experience Principles.

MINIMUM QUALIFICATIONS

• Ability to demonstrate good math skills.
• Ability to demonstrate good organizational skills.
• Ability to develop and maintain accurate filing systems.
• Ability to handle multiple work assignments and meet deadlines.
• Ability to maintain current knowledge of systems and strategies to ensure proficiency in evolving business processes and technology.
• Ability to navigate processes patiently, gather and analyze data before acting, and be sensitive to due process.
• Ability to provide excellent customer service in person, in writing, and over the telephone with a high level of professionalism.
• Must be courteous, patient and personable when working with others.
• Ability to work in an office, individually and on a team.
• Ability to work independently, to prioritize and resolve problems and to complete tasks while working under pressure in a fast-paced environment.
• Ability to work with confidential customer information.
• Ability, interest, and desire to communicate courteously and effectively with the public and city staff.
• Knowledge of and proficient in Microsoft Office products.
• Experience with database and spreadsheet software.
• Skill in and accurate typing speed of 50-60 wpm.
• Skill in data entry, proofreading and editing, including excellent grammar, punctuation, and spelling.
• Skill in managing time effectively to prioritize high-impact tasks, balancing a broad range of activities, and delivering results efficiently.
• Must successfully pass a background check before first day of work and maintain acceptable screening.

PREFERRED QUALIFICATIONS

• Ability to demonstrate previous government experience.
• Ability to speak Spanish in a professional capacity for communication objectives.
• Knowledge of and experience using Adobe products, scheduling software, and/or Tyler Technology products.
• Knowledge of and experience with municipal government building permitting functions, codes and processes.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

Associate’s degree in related field; or equivalent of four (4) years related experience may substitute for the education requirement only. One (1) year related experience.

SUPERVISION

Supervision Received: Service Operations Supervisor Supervision Exercised: None

WORKING CONDITIONS AND REQUIREMENTS

Physical and Mental Effort: Sufficient clarity of speech and hearing or other communication capabilities that permits effective communication on the telephone and in person. Sufficient vision or other powers of observation that permits the review, evaluation, and preparation of a variety of written documents and materials. Sufficient manual dexterity that permits the operation of computers and other office equipment. Sufficient personal mobility and physical reflexes, which permits work in an office setting. Work may include extended periods of time viewing a monitor and operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.

Work Environment: Works primarily in a clean, comfortable environment. Works in a setting subject to continuous interruptions and background noises. Hybrid work environment, part-time on-site in city facilities, part-time from home, if desired. Full on-site work is also available.

Machines and Equipment Used: Standard office equipment including computers, telephones, calculators and multi-function printers.

EEO and Diversity Statement

As part of the City of Boulder’s commitment to a future with equitable access to health, prosperity, and fulfillment that is not limited by a person’s race, ethnicity, age, gender, ability, religion, sexuality, or socioeconomic status, it is the city’s policy to provide equal employment opportunity (EEO) for all individuals. The city does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law or policy.

Add your voice and talents to the City of Boulder and help us grow in service excellence for an inspired future. Through our focus on Racial Equity, our employee benefits, and the programs and resources available to our diverse staff, we work to intentionally embed our core values into the fabric of our organization. The city recognizes that careers are shaped through many pathways, and we value the perspectives and talents that come with them. We believe that diversity in all its forms makes us stronger. We welcome candidates with a wide range of lived experiences and professional backgrounds — including those historically excluded or underrepresented in government. We especially encourage applications from Black, Indigenous, People of Color (BIPOC), women, LGBTQ+ individuals, people with disabilities, and others whose voices haven’t always been heard in public service. Our commitment to equity also extends to the planet we share. We’re working toward a sustainable, thriving community that supports clean energy, protects ecosystems, and uses resources responsibly for generations to come.