Customer Service Representative III BSEED (& to establish a list)

CUSTOMER SERVICE REPRESENTATIVE III-BSEED (& to establish a list)

Buildings, Safety Engineering, and Environmental Department

Provides support to customers on-site seeking applications for BSEED construction permits, business and occupational licenses, and contractor registrations. Processes business and occupational licenses, construction permits, and license renewal applications, responds to permit and license issuance-related requests and complaints by performing record research. Under general supervision, performs responsible work requiring knowledge of departmental rules and exercises independent judgment.

• Complete the intake and verify the accuracy and completeness of license and permit applications, required attachments and documentation, and account files for internal and external customers. 

• Perform data entry for all applications, approvals, permits, licenses, inspection requests and other related actions into BSEED’s databases.

• Schedule inspections of various disciplines using the permitting system.

• Interact with customers in person at the counter to address procedural questions related to permit and license issuance, payment requirements and issues, including any necessary telephone contact or follow-up. 

• Interact with other governmental agencies, City departments and BSEED divisions, and their computer systems, to request required information or schedule activities relating to the license or permit the customer is seeking.

• Research departmental records for information related to status, inquires and payment histories.

• Perform investigations through research of divisional files and departmental records for other government agencies. 

• Prepare forms and records to document application and issuance of permits and licenses. 

• Initiate investigations of illegal use and forwards information for enforcement follow-up. 

• Compile the results of activities and prepares reports, including statistical and metrics reports. 

• Assist customers with completing applications, affidavit of identity for candidates, and other forms and paperwork. 

• Review applications and affidavits for completeness, including the attachment of all required documents and forms. 

• Provide information, in person and by telephone, regarding general informational inquiries and procedures. 

• Enter customer information via personal computer into database. 

• Research customer inquiries and provide current information. 

• Process and issue Certificates of Occupancy, compliance, Acceptance and Grants.

Evaluation Plan

• Computerized Assessment: 35%
• Interview: 35%
• Evaluation of Training, Experience & Personal Qualifications: 30%

Total of Interview and Evaluation T.E.P: 100%

Additional points may be awarded for:

• Veteran Points: 0 – 15 points
• Detroit Residency Credit:   15 points

LRD: 04/04/2026

Knowledge, Skills, and Abilities:

• Knowledge of records maintenance procedures.
• Knowledge of effective customer relations practices.
• Knowledge of procedures and requirements for obtaining business, trade and occupational licenses and construction permits, as well as knowledge of services provided by BSEED and other City agencies. 
• Skill in interpersonal communication is necessary to obtain information and cooperation in sensitive and probing customer contacts.
• Skill in operating a personal computer and using standard office word-processing, spreadsheet, and database software.
• Skill in performing arithmetic computations with accuracy and speed.
• Ability to learn license and permit application and issuance policies and procedures.
• Ability to cross-train and work effectively as part of a team. 
• Ability to operate common automated office equipment.
• Ability to develop and maintain effective working relationships.
• Ability to compile and maintain chronological records of events and account activities.
• Ability to acquire additional knowledge and skills to remain current and progress in the field.
• Ability to run reports using the permitting system and provide information for FOIA or other agencies and stakeholders based on ordinance.
• Ability to manage, track, and report on specific assignments in relation to license types deemed by the City Ordinance.
• Ability to generate reports from the current permitting system
• Must have the ability to attend meetings, relay content discussed, and offer guidance for more efficient processes.
• Ability to communicate effectively both verbally and in writing when dealing with customers and fellow team members.
• Ability to work effectively with flexibility within a team environment.                                                                                                       

Physical Demands:

1. The employee generally remains in a stationary position for an extended period operating standard office equipment which may include computers, telephones, photocopiers, and fax machines.
2. The employee is expected to move about to accomplish tasks such as opening file cabinets and moving files. 

Work Environment:

1. Employees in this class must wear apparel and appearance must be appropriate to office customer contact.
2. Work is typically performed within an office environment.

Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position.

The above statements reflect the general nature and level of work performed by employees assigned to this class. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification.   Essential duties may vary from position to position.