Permit & Customer Service Technician

Description of Primary Purpose

Primary Purpose: Perform administrative and technical work to support the permitting process and customer service functions of the Community Development Department. Provide front-line assistance to residents, contractors, and staff regarding permit applications, requirements, and status. Process permit transactions, schedule inspections, maintain accurate records, and ensure the timely distribution of information. Support process improvements, reporting, and compliance with applicable regulations.

Supervision Received: Work under the direct supervision of the Permit and Customer Service Supervisor and general supervision of the Building Division Manager. Receive task-specific direction from Plan Examiners, Planners, and Inspectors as needed.

Supervision Exercised: None, but may provide task-specific guidance to clerks or interns.

Expective hiring range: $24.12 ($50,169.60 annual equivalent) - $31.25 per hr. ($65,000 annual equivalent) dependent on qualifications.

Essential Duties and Responsibilities

Provide direct support at the customer service counter and by phone / email. Respond to inquiries about permit requirements, status of submissions, and utility locations. Coordinate the distribution of permit information to staff, contractors, and other departments. Processes registration, invoices and maintains records associated with the City’s Rental Registration, Fire Alarm, and General Contractor Licensing Programs Maintain high-quality electronic and paper records for permitting, enforcement, and monitoring activities. Fulfill Freedom of Information Act (FOIA) requests.

Process permit applications and coordinate accurate, complete, and timely permit issuance and closeout. Verify application requirements, track review processes, notify applicants and staff of milestones, and monitor permit status. Identify and communicate issues to applicants, staff, and the Permit and Customer Service Supervisor for resolution.

Perform money-handling tasks related to permit transactions, including balancing cash drawers, calculating fees, processing invoices, deposits, and refunds. Ensure accuracy and adherence to financial controls.

Collect activity data and assist in creating reports for management decision-making. Research records, support complaint resolution, and recommend process improvements. Assist with policy and procedure development.

Perform additional administrative tasks as assigned, including occasional participation in field inspections with staff.

Education and Experience

Required Minimum Qualifications: The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:
High School Diploma or GED equivalent and two (2) years of general office customer service, secretarial / administrative assistant experience, or Associates Degree with no work experience. Familiarity with Microsoft Office Suite, web browsers, and the use of databases for data entry, transactions, search, and reporting.

Preferred Education & Experience:
Associates Degree in business, communications, administrative / office management or related field with two (2) years of relevant experience, or High School Diploma and four (4) years of experience in a governmental regulatory services environment. Proficiency using Microsoft Office Suite, Adobe Acrobat and Laserfiche. Familiarity using permit administration databases (Tyler EP&L & Eden).

Certification or License:
A valid driver’s license is required. Freedom of Information Act (FOIA) certification within three months of hire and International Code Council (ICC) Permit Technician certification within twelve months of hire required.

Required Knowledge, Skills, and Proficiencies:

• Knowledge of customer service operations and permitting processes.
• Ability to deliver professional, accurate, and timely service in a fast-paced environment.
• Strong organizational, problem-solving, and critical thinking skills.
• Ability to communicate clearly and effectively, both orally and in writing.
• Skill in executing financial transactions, including fee calculations and cash handling.
• Familiarity with Microsoft Office and database systems.
• Ability to maintain discretion in handling sensitive information.
• Ability to complete multiple tasks effectively.
• Commitment to teamwork, flexibility, and continuous improvement.

Supplemental Information

Work Environment: Work is primarily performed in a general office setting with frequent interaction with the public and staff across City departments. The office environment has a moderate noise level due to phones, equipment, and open workspace activity. Occasional fieldwork is required in residential, commercial, and park settings.

Bloodborne Pathogens: None.

Tools and Equipment Used: Use computers and software including Microsoft Office Suite, Tyler Technologies Munis and EP&L financial and permitting database systems, and web-based applications. Operate standard office equipment such as printers, copiers, scanners, calculators, telephones, and other office equipment.

Physical Demands: Regularly sit, talk, hear, and use hands for data entry, document handling, and communication. Occasionally walk, reach, or lift and move materials up to 35 pounds. Perform work requiring sustained concentration on detailed tasks such as proofing, calculations, and data entry. Vision requirements include close vision and the ability to adjust focus.