NATURE OF WORK
This is highly specialized work taking a lead role in assisting customers with general and specific information concerning permitting and licensing activities in the areas of environmental protection, construction licenses and permits, planning and developmental reviews, impact fees, as well as zoning and land use regulations, and right-of-way permits.
Work involves utilizing customer service skills by providing information and assistance to clients in person as well as on the telephone. Duties include reviewing forms and applications for completeness; making sure that the customer is in the correct jurisdiction and that any outside agency documentation is in compliance; directing customers to the proper agency/service counter; arranging for technical consultation when appropriate; assisting with the self-service computerized information kiosks; distributing maps, brochures and other publications. Work also includes accepting hand delivered parcels (plans, permits, and license applications) logging them in and making sure that the parcels are forwarded to the appropriate area for attention.
Work is performed under the supervision of the Permitting and Licensing Customer Supervisor.
Greets customers and answers specific, detailed as well as general inquiries from the public (walk-in and telephone customers) regarding permit and license applications; determines customer's needs and offers appropriate solutions that are satisfactory to the customer and consistent with organizational goals; explains submittal procedures to applicants for license and permit issuance.
Performs detailed review of applications for permits and licenses for completeness and for correct jurisdiction; directs customers to the next procedural step; determines and arranges appropriate technical review.
Assists customers with computerized applications at the self-serve kiosks; assists telephone customers with general information and/or referrals to the proper agency for follow-up.
Completes a daily report of activities and workload.
Provides general assistance to Permitting and Licensing Assistants regarding application review and interpretation of rules, methods and procedures.
Performs related work as required.
KNOWLEDGE, ABILITIES, AND SKILLS
Considerable knowledge of office practices and procedures and customer service practices and procedures.
Knowledge of personal computers, calculators, and/or validating equipment, as appropriate to area of assignment.
Knowledge of permitting, plan review, environmental protection, developmental reviews, or construction licenses and permits.
Ability to deal tactfully but firmly with customers.
Ability to maintain composure in stressful situations.
Ability to perform tasks utilizing data processing methods and systems.
Ability to express ideas effectively both orally and in writing.
Ability to review and edit data records and reports for accuracy and relevance.
Ability to prepare, maintain, and submit reports.
Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.
Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation or sexual orientation.
Skill in the operation of validating machines, computerized equipment and other office machines.
REQUIRED EXPERIENCE AND TRAINING
Four(4) years experience in customer service work, including two (2) years experience in environmental protection work, construction licensing and permitting, planning and development reviews, impact fees, or zoning and land use regulations including right-of-way permits; or any equivalent combination of relevant training and experience.
Bargaining Unit: White Collar
FLSA Status: Non-Exempt
Code of Ethics
Class Spec. Estab./Revised: E10/02 R10/14