• Customer Service Representative

    Posted Date 2 weeks ago(12/3/2018 1:48 PM)
    Job Type
    Regular Full-Time
    Community Development
    Job Closing Date
  • Nature of Work/Essential Functions

    *Starting salary is dependent on qualifications, but in most cases is no higher than the midpoint for the range.


    Schedule: Mon-Fri. (37.5 hours per week)




    The Customer Service Representative (CSR) is responsible for all customer contacts received by phone, in writing and in person, establishing and maintaining relationships with customers on behalf of the City. The CSR will take personal and complete responsibility for each customer contact by ensuring that customer needs are met. This position involves a high level of internal and external customer contact on a daily basis.  The CSR provides internal service for departments regarding all front-line customer related functions.  The CSR must convey to the customer a sense of expertise in our services and capabilities. The CSR also serves as an external educator to our community and customers.  The CSR is responsible for communicating and functioning within City policies and procedures.


    The CSR functions in various departments including but not limited to Fire Alarm Permit and False Alarm payment processing; Sign, Rooming House, Elevator, Building Contractor Registration; RPZ Annual Registrations; building permit processing; and all miscellaneous department generated invoices.


    GENERAL ESSENTIAL FUNCTIONS OF WORK (Specific assignment will include some or all of the following):

    • Provides administrative support to the Building & Inspection Services Division; including the Division Manager, Front Line Staff Supervisors, Building Plan Reviewers, and Building Trade Inspectors.
    • Enters and creates cases in the Division databases including complaints; disseminates complaint information details to Supervisors & Inspectors in person and by telecommunication.
    • Assists the Supervising Inspectors by maintaining awareness of the status of cases and projects including complaints and cases that come directly from the City Manager’s Office and City Council.
    • Prepares Division correspondence, reports and daily mailings.
    • Provides notary services to staff.
    • Schedules inspection appointments as needed using a format prescribed by management.
    • Consolidates and programs all licensee billing issues into the permit tracking system.
    • Reviews applications/requests to determine bond and licensing requirements.
    • Identifies areas requiring authorization, e.g., zoning, electrical, structural, plumbing, etc. and routes applications and plans for analysis and approval.
    • Issues permits and licenses, seeking required approval(s) when necessary.
    • Determines permit fees from a schedule, and obtains authorization and initiates permit refunds.
    • Keeps Department information updated and in supply.
    • Serves as back-up to other positions in the Department as needed.
    • Routes construction documents for permit processing.
    • Utilizes the permit tracking system (PAL) and other Division databases, acting as a subject matter expert in areas of concentration.
    • Identifies areas requiring authorization, e.g.; zoning, electrical, structural, plumbing, etc., and routes applications and plans for analysis and approval.
    • Responds to inquiries of a routine nature regarding the trades and/or codes, e.g., plumbing, mechanical, electrical, zoning, etc.
    • Process verifications associated with loan applications in Housing Rehabilitation, First-Time Homebuyer Programs, and other programs while maintaining confidentiality.
    • Prepares security documents related to loan closings including mortgages and notes.
    • Services Housing Rehabilitation, First-Time Homebuyer, and loans initiated in Community Development Department, with a specialized loan servicing program.
    • Prepares materials for meetings such as minutes, packets, notices, mailings, etc.
    • Records minutes of staff meetings as necessary.
    • Fulfills Freedom of Information Act (FOIA) requests.
    • Coordinates and assists in training new and temporary employees.
    • Assists other division personnel with various computer applications when necessary.

    Minimum Requirements

    • Must possess a high school diploma or GED.
    • Must possess four (4) or more years of progressively responsible experience within a clerical field or in customer service. Certification as a Permit Technician is preferred.

    Knowledge, skills, and abilities in the following areas:

    • Proven verbal and written communication skills
    • Strong interpersonal skills and the ability to deal effectively in a team environment and the ability to establish and maintain effective working relationships with diverse group of individuals including supervisors, co-workers, and the public
    • Ability to add, subtract, multiply and divide all units of measure; to perform the four operations with like or common decimal fractions, in particularly related to the operations involving monetary units
    • Ability to read aging report and other documents as relate to collections
    • Proficient in the use of personal computers and related software applications specifically; Microsoft Office Word, Excel, and Outlook.
    • Ability to read, understand and interpret manuals, ordinances, written policies and procedures, statutes, rules, regulations, memos, letters, reports, and legal documents. As well as the ability to read maps.



    Mostly sedentary work occasionally exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  May involve walking or standing for brief periods of time.  The worker is subject to inside environmental conditions: protection from weather conditions but not necessarily form temperature changes.  No environmental hazards indicated for this classification.


    Additional Information


    Work is performed under the general direction of the Division Manager.  Assignments may vary from day to day, however primarily routine.  Assignments can be either verbal or written, with the employee determining proper procedure and work methods and is responsible for completing the work according to City work rules and safety regulations.  Work is reviewed through ongoing observation, written and verbal communication, meetings and feedback from supervisors and other department employees.  Guidance is provided through rules and regulations, policies and procedures, Unified Work Rules, Union Contract, Personnel Rules and OSHA. Work is evaluated at least annually for the safe and skilled utilization of equipment, quality of tasks, adherence to work rules, and performance in accordance with the classification standard. 



    This person has regular and frequent contact with all levels of internal staff as well as contact with the public at large.


    To apply for this position, please apply online at www.cityofevanston.org on or before the closing date.


    Chosen candidates will be required to provide proof of licenses, certifications, and education required for this position.  Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.

    The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person’s race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity.  The City of Evanston is also committed to accessibility for persons with disabilities.  Any person needing mobility or communications access assistance should contact Human Resources at 847-448-8204 (voice) or 847-448-8052 (TTY).




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