Zoning Customer Specialist

City-of-Cleveland,-Oh; Cleveland (OH); On-site; USD 42,000 - 58,000; Full time

Job summary

The City Planning Department of Cleveland is seeking a Zoning Customer Specialist to serve as the division's primary customer-service support and to assist with permit applications and routine zoning reviews.

Minimum qualifications include a bachelor’s degree in urban planning or related field and at least one year of relevant experience, with substitution allowed for post-graduate education in urban planning.

Qualifications

• Bachelor’s Degree in Urban Planning, Architecture, Public Administration, or related field from a four year accredited college or university required.
• One year of full-time paid experience in Urban Planning, Architecture, or closely related field required.
• (Substitution: One year of post-graduate education in Urban Planning or related field may substitute for the experience.)

Responsibilities

• Staff the front desk in the lobby of the City Planning Department and provide general customer service support.
• Respond promptly to general zoning telephone calls and emails, providing assistance to the public, city staff, contractors and elected officials regarding zoning code requirements and interpretations.
• Help customers understand application processes, required documentation, submission procedures, and basic procedural requirements.
• Conduct initial application triage and identify incomplete or missing information before matters reach technical reviewers.
• Assist with zoning verification requests and preparation of zoning verification letters.
• Conduct routine/simple zoning reviews as assigned, including fences, certain accessory structures, straightforward residential applications, and other applications with clearly established review standards.
• Maintain appropriate records and help track of recurring customer service or application issues.
• Support permit reviewers with administrative and case preparation tasks where appropriate.
• All other duties as assigned.

Education

Bachelor’s degree in Urban Planning, Architecture, Public Administration, or related field

One year of full-time paid experience in Urban Planning, Architecture, or closely related field

Job description

Zoning Customer Specialist

About the City Planning Commission. The City Planning Commission envisions a thriving urban community resilient in the face of changing regional, national, and global conditions. The department is an advocate for the preservation and establishment of prosperous communities that are authentic and diverse, providing equitable access to the resources necessary for residents to thrive. We accomplish this by enhancing physical development, preserving the City’s history, and creating places for people that are healthy, sustainable and vibrant for current and future generations. The department has up to 30 staff members who support the City Planning Commission, the Landmarks Commission, the Board of Zoning Appeals, and the Board of Building Standards and Appeals.

Under supervision, assists in the preparation of planning studies, development analyses, data analyses, market studies, and maps. Assists in reviewing the design and layout of development projects including conformance with zoning, design, and planning standards. Performs related duties as required.

Bachelor’s Degree in Urban Planning, Architecture, Public Administration, or related field from a four year accredited college or university required. One year of full-time paid experience in Urban Planning, Architecture, or closely related field required. (Substitution: One year of post-graduate education in Urban Planning or related field may substitute for the experience.)

Supervision

• The Senior Assistant City Planner – Zoning Customer Specialist will report to the Manager, Zoning & Technology.

Essential Duties & Job Functions

The main purpose of this role is to serve as the Zoning Division's primary support staff member for customer service and permit application assistance, while also handling routine zoning review work. The selected applicant is expected to:

• Staff the front desk in the lobby of the City Planning Department and provide general customer service support
• Respond promptly to general zoning telephone calls and emails, providing assistance to the public, city staff, contractors and elected officials regarding zoning code requirements and interpretations.
• Help customers understand application processes, required documentation, submission procedures, and basic procedural requirements.
• Conduct initial application triage and identify incomplete or missing information before matters reach technical reviewers.
• Assist with zoning verification requests and preparation of zoning verification letters.
• Conduct routine/simple zoning reviews as assigned, including fences, certain accessory structures, straightforward residential applications, and other applications with clearly established review standards.
• Maintain appropriate records and help track of recurring customer service or application issues.
• Support permit reviewers with administrative and case preparation tasks where appropriate.
• All other duties as assigned.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.