General Description and Classification Standards 

First point of contact with the public and serve liaisons between the public and all aspects of the permitting process across all offices within the City of Atlanta. Work to proactively resolve issues through reports, and work in real-time to resolve issues via inbound calls, emails, and face-to-face interactions. The incumbent must provide exceptional customer service on behalf of the City of Atlanta. The ideal candidate provides best-in-class customer service to all customers (internal and external) who either call or enter the office; approach customers courteously, conversationally, and immediately – with a smile. The candidate must be able to quickly assess and identify the needs of the customer through probing and listening – eventually suggesting and providing general direction and assistance to the public. Must be a curious and intentional learner; one who is willing to go the extra mile to assist customers. This is a public-facing opportunity that ensures our department standards are maintained through consistent efforts. This position advises upper-level management of any process and procedure inconsistencies. While in this role, a large degree of professionalism and problem-solving skills is expected. The candidate must be able to work in a team-centered environment yet can function independently. This person will also serve as a member of the Development Services Team and work to maneuver customers who are experiencing lags in the permitting process. Incumbents must be versed in reading and understanding the associated reports and can communicate across departmental lines to move stagnant permits to the point of issuance. The incumbent must ensure that best-in-class customer service is provided to both internal and external customers and embrace, support, and promote the City’s core values, beliefs, and culture.

Supervision Received Works under general supervision reporting directly to the Building & Development Manager.

Essential Duties & Responsibilities 

Establish and maintain positive and professional relationships with customers, assigned staff, and co-workers.

 Maintain professionalism, and composure, and demonstrate tact, patience, and courtesy always. 

Greets customers in a friendly, kind, and helpful manner. 

Process intake and issuance of all types of building permit applications. This function requires the candidate to have the ability to read and understand civil and architectural plans. 

Promptly answer phone calls, emails, and other correspondence within the Office of Buildings and accurately direct guests to appropriate personnel or Work Stream 

Provide a variety of administrative and customer service activities to assist any customer visiting the Office of Buildings. 

Assist with customers who are seeking information or requesting copies of documents retained by the Office of Buildings through the Records Retention process. 

Receive, respond, and provide the outcome to complaints from customers. 

Interview citizens either by phone or in person to determine the details of the inquiry or problem. 

Advise departmental personnel, citizens, and others on the status of permit applications that are pending and make referrals to other agencies as appropriate.

Demonstrate excellent customer service, organizational, and communication skills. 

Provide proactive support to a variety of internal and external customers concerning a broad base of City issues relating to permitting/zoning, projects, services, and customer concerns. 

Enter, and update data into the computer system (Accela). 

Review daily updates concerning new City activities/events/ordinances/legislation. 

Ensures all inquiries from the mail, walk-in, and telephone receive prompt and courteous responses. 

Escalate problems as necessary to ensure resolution; follow up on open tickets and request for final resolution.

Taking ownership of the entire permitting process; Attending to all permit-related customer service inquiries; Moving Stagnant Permits; Educating customers on the permitting process; Resolving issues without escalation; Walking customers through the electronic submittal process when necessary; Communicating issues that require escalation through the proper chain of command; Registering and updating contact information for applicants and professionals; Proactively updating customers on their status through the longer processes.

Knowledge, Skills & Abilities 

Communicate effectively using various methods of communication and platforms.

Work effectively and efficiently under stress and difficult customers. 

Works collaboratively with team members to resolve customer challenges. 

Ability to use independent judgment and make sound decisions. 

Ability to use specialized office data systems, all social media platforms, and standard office software. 

Ability to establish and maintain effective working relationships with fellow employees, other officials, representatives of other government agencies, developers, and the customer. 

Ability to provide information and answer questions pertaining to the City’s building permit procedures in a tactful and courteous manner to the customer. 

Ability to gather relevant information to solve customers’ questions and problems.

MINIMUM REQUIREMENTS 

• High School Diploma or GED 

• Must have at least 4 years of customer service experience; Higher education, such as an associate or bachelor’s degree, vocational training, or equivalent may substitute for the required customer service experience. 

• A minimum of at least one year as a permit technician in the public sector or third-party private sector equivalent. 

SPECIAL REQUIREMENTS:

• Must be eligible to become a notary public and obtain notary credentials within six (6) months of 

• Ability to type 35wpm. 

• Must have ICC Permit Technician Certification to be considered for this position. Must obtain Development Services Coordinator Certification within three (3) months of employment.

PREFERRED REQUIREMENTS: 

• A minimum of at least three years experience as a permit technician in the public sector or third-party private sector equivalent. 

• 2-year degree in a construction-related field. 

Five years of customer service experience in the public sector or related third-party private equivalent

Licensures and Certifications 

Must have ICC Permit Technician Certification at time of hire. 

Must obtain Development Services Coordinator Certification within three (3) months of employment.