Development Services Technician Position Available In Wake, North Carolina

The City of Raleigh is seeking a Customer-focusedDevelopment Services Technician to support our Planning and Development Department by serving as a key point of contact for citizens, developers, and contractors. This role will be responsible for answering high volumes of inbound calls and providing accurate, timely assistance related to permitting, zoning, and land development processes. Works collaboratively with internal departments to streamline service delivery and enhance customer experience, while contributing to process improvements and documentation updates within the permitting workflow.

About You:

We are seeking a highly motivated individual who can take ownership of customer issues, complaints, and inquiries and ensure they are resolved effectively. The successful candidate will place top priority on customer satisfaction and exhibit proactive problem-solving skills. The role involves answering calls 90% of the workday, so excellent customer service skills are essential. Additionally, candidates should be quick learners and multitaskers, with a passion for helping citizens navigate our processes.## Duties and Responsibilities

• Provides customer service for clients in person and through phone and email contact; responds to general concerns and questions regarding development and permitting processes; reviews needs and provides information related to applicable inspections needed for development projects
• Schedules inspections; handles scheduling conflicts and rescheduling of appointments; provides information on sequencing of inspections, submittal requirements and applicable fees
• Accepts and processes payments for permit fees, review fees, violations, inspections, engineering and other related fees; updates account and payment data in information system; prepares check requests and information for overpayments and refunds; reconciles receipts; prepares daily deposits
• Updates and maintains contractor login information and provides new clients with instructions for online database access; uses internet sites to verify state licensing information
• Receives information requests and gathers data and documentation; provides permit copies, reports, plan review comments, inspection reports and routine policy/procedure information
• Identifies, develops, implement and maintains processes and practices that encourage, support and promote effective, comprehensive and meaningful citizen engagement
• Coordination of field services functions after permit issuance for Afterhours inspections, Temporary Certificate of Occupancy, Partial Certificate of Occupancy and Stocking Permits
• Act as primary contact to troubleshoot and assist with the Permit Portal issues and inquiries
• Primary contact for our CRM (Customer Relationship Management) system which allows us to log and track cases/interactions with clients##

Typical QualificationsEducation and Experience:

High School Diploma or GED and two years of customer service experienceORAn equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.## Additional Information

• Knowledge of:

• Standard practices, methods and materials of assigned work
• Business math concepts
• Filing and record-keeping principles
• Occupational hazards and applicable safety principles and practices
• Uses and properties of supplies and equipment
• Applicable federal, state and local laws, codes, regulations
• Customer service principles
• Specialized equipment relevant to area of assignmentSkill in
• Performing basic research, compiling, and assembling data and documents
• Processing payments and updating applicable account information
• Excellent verbal, clear, and written communication
• Active listening with mpathy and understanding
• Ability to prioritize work and exercise time management skills
• Problem solving, knowing when to escalate calls and redirect
• Ability to troubleshoot effectively
• Interpreting and applying applicable laws, codes, regulations, and standards
• Providing excellent customer service
• Ability to display patience
• Ability to Multi-task and work in team-oriented environment
• Adaptability due to growth and changes within the City of Raleigh
• Utilizing a computer and relevant software applications
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction
• Modern office technology, utilizing CRMS (Customer Response Management Systems)

• ADA and Other Requirements:

• Positions in this class typically require: standing, walking, fingering, talking, hearing, seeing and repetitive motions.

• Light Work:

• Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work, and the worker sits most of the time, the job is rated for Light work.

• Working Conditions:

• Work is routinely performed in an indoor, office environment.

• Note:

• This job classification description is intended to be generic in nature.

It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.