Career Opportunity

Customer Service Representative Trainee, Permit Center, Office of City Administrator (1302)

Recruitment: RTF0127808-01153295

Published: October 24, 2022

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

You must submit an application AND complete this Supplemental Questionnaire in order to be considered.

The City & County of San Francisco under the City Administrator’s Office operates a one-stop Permit Center located at 49 South Van Ness Ave. The City’s 39,000 sq. ft. Permit Center co-locates construction, business, and special events permitting services from different locations across the city into one centralized location and serves as the City’s primary public facing permitting service center. The Permit Center includes a customer service team that works alongside permitting staff from numerous departments including, Department of Building Inspection, Fire Department, Planning Department, Public Works, and other departments.

Role description

Under immediate supervision from a Customer Service Representative Supervisor, Customer Service Representative Trainees are initially trained to, and as part of the training curriculum, receive and process queries from the general public requesting government services and information.

Training will include:
(a) customer service standards and procedures for effectively communicating and processing customer requests,
(b) available construction, business, and special event permits and services offered by multiple City departments,
(c) use of customer management software that monitors, routes, and responds to customer service queries.

Demonstrated competence and successful completion of the structured 1302 Customer Service Agent Trainee training may lead to the journey-level 1304 Customer Service Representative classification.  Failure to achieve demonstrated competence or the inability to complete the 1302 Customer Service Representative Trainee training program may result in loss of employment.    

Essential Job Functions:

1.       Actively and effectively participate in the training; achieving competency and ability to demonstrate understanding of training material.  

2.       Ability to communicate courteously and tactfully with the general public and others; including calmly working under pressure and effectively dealing with escalated or difficult situations.  

3.       Welcome, greet and provide department location directions and information to the general public.

4.       Ability to walk, stand or sit for prolonged periods of time while assisting the general public.

5.       Approach members of the general public who appear to need assistance while speaking with a pleasant and professional tone.

6.       Identify and provide customers with accurate information by listening, asking questions and evaluating information obtained; referring customers to available services.

7.       Select appropriate services; transition customers to correct department by utilizing queueing and routing process and/or directing and accompanying customer to department’s physical location within the building.

8.       Assist with customers inquires via in person, over the phone or email.

9.       Work harmoniously and cooperatively with departmental staff and customers from a variety of cultural and socioeconomic backgrounds.

10.    Perform other job-related duties as assigned.

Nature of Work:
Customer Service Representative Trainees must maintain and demonstrate knowledge and understanding of City services, policies, and procedures; interact with customers for prolonged periods of time; walk, sit, or stand for prolonged periods of time; listen, speak, and operate computer terminals / kiosks, mobile devices, phones, and queue management systems while assisting the public. Respect the right of privacy and uphold confidentiality of information. The nature of the work may involve working during unpredictable periods of pressure and stress in a fast pace, high customer volume environment. Customer Service Representative Trainees may work a rotating shift.

How to qualify

Six (6) months (1040 hours) of verifiable full time customer service experience directly serving a diverse population to obtain information to determine and respond to customer needs.

What else should I know?

Compensation: $37.3375 to $45.4125 hourly

This is a temporary exempt position with duration up to 1,040 hours within a fiscal year.

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

• Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before Monday, November 7, 2022. 
• You must submit an application AND complete this Supplemental Questionnaire in order to be considered.
• Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted. 
• For questions or inquiries, please contact: Connie Poon, Senior Human Resources Analyst at Connie.Poon@sfgov.org

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco. 
Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6065 or, if hearing impaired at (415) 554-6015 (TTY).

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.