Zoning Customer Specialist

City of Cleveland; Cleveland (OH); On-site; USD 45,000 - 60,000; Full time

Job summary

City of Cleveland seeks a Zoning Customer Specialist to provide front-desk customer service and assist with permit applications in the City Planning Department. You will triage applications, answer zoning questions, and support reviewers with documentation and letters.

The ideal candidate has a bachelor’s degree in urban planning or related field and at least one year of urban planning experience, with a focus on clear communication and accurate record-keeping.

Qualifications

• Bachelor’s Degree in Urban Planning, Architecture, Public Administration, or related field required.
• One year of full-time experience in Urban Planning or related field required.
• (Substitution: 1 year post‑graduate education may substitute for experience.)

Responsibilities

• Staff the front desk and provide general customer service support.
• Respond to zoning inquiries via phone and email, aiding residents, contractors, and officials.
• Explain application processes, required documents, and submission steps.
• Conduct initial triage and identify missing information before review.
• Assist with zoning verification requests and letters.
• Perform routine zoning reviews (fences, simple residential apps) as assigned.
• Maintain records and track recurring customer issues.
• Support permit reviewers with administrative tasks.
• All other duties as assigned.

Education

Bachelor's Degree in Urban Planning, Architecture, Public Administration, or 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.