Customer Service Representative - Permitting

Processes residential and commercial permits in a timely and professional manner, provides professional permitting customer service to Town of Fairview residents and customers. Answers questions pertaining to permitting process and checks permit applications for accuracy and completeness. Processes incoming utility billing payments, maintains utility accounts and posts a variety of transactions. Cross trained to cover Customer Service Representative – Utility Billing (CSR-UB) and performs other related duties.Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodation will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Enters data to track information on permits, plan reviews, building inspections, and health inspections for commercial and residential building permits.
• Tracks projects from initial application through issuance of Certificate of Occupancy.
• Reviews permit applications for completeness, accepts and processes permit applications and documents, assesses permitting and impact fees, provides receipt for fees paid, provides change, reconciles and closes out cash drawer at close of business.
• Receives and process commercial and residential payments for all Town related permits, utility service, water payments, impact fees and other miscellaneous payments and charges as needed.
• Maintains and updates revisions to codes and ordinances, and provides notifications of revisions to builders, contractors, developers, engineers and architects.
• Provides professional customer service to Town of Fairview consumers by serving as liaison between Town of Fairview and contractors or homeowners by answering questions pertaining to the permitting process, assures permits are issued in a timely manner, and verifies contractor registration and checks permit applications for accuracy and completeness.
• Monitors expiration dates of certificates of health, and vendor/contractor registrations.
• Track and processes amounts due to be refunded to contractors, or processes invoices when a balance due is noted.
• Compiles, computes, and generates data for routine monthly reports as instructed; performs general clerical duties including, but not limited to typing, filing, 10-key, data entry, money collection, and record-keeping.
• Backs up CSR-UB daily and crossed trained to back-up when person is at lunch or absent.
• Answers phone lines for Utility Billing, Inspections and Town Hall main phone lines.
• Stays abreast of new trends and innovations in the field of Customer Service.
• Maintains absolute confidentiality of work-related issues and Town of Fairview information.
• Performs related duties and responsibilities as assigned.

Education, Training and Experience
High School Diploma or GED equivalent; AND two (2) years construction permit or plan review experience; or equivalent combination of education and experience. Prior municipal government experience in the utility billing process is preferred.

License and Certification Requirements
Possession of a valid Texas Department of Public Safety Driver's License may be requiredRequired Knowledge of:

• Town organization, operations, policies and procedures.
• Principles and practices of professional customer service.
• Building rules, regulations, codes and ordinances.
• Research methods to respond to building code and ordinance inquiries.
• Federal and State regulations governing public utility billing and collection.
• State and local building, housing and safety codes and regulations.
• Methods, procedures, and standards for maintaining consumer account records.
• Principles and practices of management, organization and administration.
• General office practices and equipment.

Required Skill in:

• Processing and coordinating permit application and issuance, utility billing, payments and work orders.
• Assuring compliance with regulations governing public utility and building inspection operations.
• Performing computations such as addition, subtraction, multiplication ,and division correctly.
• Displaying understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others; interacting with people of different social, economic, and ethnic backgrounds.
• Working and communicating with clients and customers to satisfy their expectations; establishing and maintaining effective working relationships with co-workers, customers, and the general public.
• Operating a personal computer utilizing standard and specialized software.
• Effective verbal and written communication.

Physical Demands and Working Environment

Work is performed indoors in an office setting. Work is generally sedentary, requiring the ability to remain in a stationary position much of the time. Moves about inside the office to access file cabinets, office machinery, etc. and assist customers at counter. Ability to operate a computer and other office productivity machinery is required. Repetitive finger movement, repetitive twisting or pressure involving wrists or hands is required. Frequently communicates with residents, contractors or coworkers and must be able to exchange accurate information in these situations.