Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE III DESCRIPTION OF WORK SUMMARIZED: The purpose of this position is to provide administrative support to a local Government Agency Department within DC Department of Transportation. An experienced person is best suited for this position. A Background Check is Required. Hourly Rate: 21.03 per Hour (Approx. 2000 hours per year). This is a Contractor Position; Five (5) Year contract which expires 9/2029. Agency Location: 55 M Street SE, DC 20003 Minimum Qualifications: High school diploma or equivalent is required. Excellent written and oral communication skills. Ability to provide excellent customer service to walk in customers requesting assistance with obtaining permits. Experience in a clerical or secretarial role with ability to work independently with minimal supervision. Strong organizational and time management skills are required. Demonstrated proficiency in office software programs including, but not limited to: MS Office, permit management applications, visual data analysis applications, and a wide variety of virtual engagement platforms is required. MAJOR RESPONSIBILITIES: a. Provide high-quality customer service and administrative support related to public space permitting activities and programs (ex. Homeowners, ProjectDox, Special Events). The Contractor will process permit applications, assist customers with inquiries, and ensure compliance with regulations and guidelines related to the use of public space. b. Exemplify the capacity to work independently as well as collaboratively, create basic quantitative and qualitative reporting, make recommendations for change, and create and modify standard operating procedures. The individual must also be trusted with confidential information and be able to work with diverse stakeholders from ANCs, community groups, government agencies, nonprofit agencies, etc. c. Support permit center program/operations in-person by performing a variety of routine and complex administrative, professional, and technical level tasks relative to assigned area of responsibility: Construction Permitting, Occupancy Permitting, or a combination of both. d. Follow regulatory policies, guidelines and procedures in the receipt, routing, and processing of permit applications. e. Review permit applications by checking for accuracy and completeness, routing to appropriate review staff, monitoring application process for status reports, and preparing plans and permits for issuance. f. Periodically upload payment receipts to TOPS for permit issuance and assist clients with the use of TOPS via the kiosk housed within DDOT work facility/permit center. g. Issue simple, routine permits within scope of authority and responsibility assigned. h. Communicate effectively verbally and in writing with diverse internal and external stakeholders including but not limited to ANC’s, Community Based Organizations, governmental agencies, etc. using standard accepted business communications. i. Attend, plan, and facilitate in-person, hybrid, and virtual meetings. j. Respond to inquiries and resolve issues related to public space permitting in a timely and professional manner. k. Provide technical information and assistance to customers regarding public space permitting requirements, procedures, and guidelines in a manner which is easily understood. l. Coordinate and collaborate with internal departments and external agencies to ensure timely processing of permit applications. m. Maintain accurate records and documentation related to permit applications and approvals. n. Leverage open source and proprietary computer applications (ProjectDox, TOPS, Cityworks, ProTrack Plus, Salesforce, etc.) to manage construction and/or occupancy permit applications. o. Research, compile, and prepare reports and documentation on permit center activities including preparing periodic status reports that are both quantitative and qualitative. p. Make sound recommendations for systems and process improvements and/or implementation, based on analysis of permitting data and trends; stakeholder service outcomes; environmental and market trends; and program and regulatory requirements. q. Create and modify standard operating procedures related to public space customer services, permitting functions, r. Maintain and compile a variety of data on permitting activity, such as the number of permits by type, review time, problem areas, conditions imposed, actions taken, etc. Job Types: Full-time, Contract Pay: $21.03 per hour Expected hours: 40 per week Benefits: Paid time off Shift: 8 hour shift Day shift Work Location: In person