Job Description

Posting number: 82026

Department: Growth Management

Job classification: Growth Management Representative

Posting type: Open & Promotional

Categories: Office and Administrative Support

Summary

The Growth Management Representative serves as a front-line resource for the City’s Growth Management Department and is responsible for providing a high volume of direct customer service to the public, contractors, and internal staff. The role requires strong technical and communication skills to ensure accuracy, efficiency, and compliance with departmental policies while maintaining positive relationships with customers.

Examples of duties

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide a high volume of direct customer service in person, by telephone, email, and written correspondence.
2. Greet all customers entering the Growth Management Department, answer general questions, and direct individuals to the appropriate department or division.
3. Demonstrate effective conflict management skills when addressing customer concerns or issues.
4. Answer incoming phone calls and provide accurate, courteous assistance.
5. Communicate clearly and concisely in a pleasant, professional tone with sensitivity to the needs of others.
6. Assist permitting staff by supporting customers with understanding requirements for application submission to ensure complete and accurate intake.
7. Assist customers with signing into the QLess check-in system, providing guidance on its use to promote smooth lobby operations.
8. Register new contractors and maintain current documentation, including insurance certificates and state licenses.
9. Support all Growth Management Divisions by providing customer assistance to in-person and incoming phone call customers.
10. Disperse incoming staff mail and departmental correspondence in an accurate and timelymanner.
11. Utilize Microsoft applications (such as Outlook, Word, and Excel) to prepare correspondence, manage data, and support departmental functions.
12. Establish and maintain effective working and professional relationships with both internal staff and external customers.
13. Perform any other related duties as required or assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

• High school diploma or G.E.D. is required, with a minimum of two years of customer service experience working directly with the general public.
• Experience must include regular use of the telephone and standard office equipment, or an equivalent combination of training, education, and experience.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

• Must possess a valid Florida Driver's License with an acceptable driving record.

Supplemental information

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

None Indicated

RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT

Annual Budget: $0

SUPERVISORY RESPONSIBILITIES

This position will directly supervise 0 employees.

This position may indirectly supervise 0 employees.

If applicable, supervisory responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

ANALYTICAL ABILITY / PROBLEM SOLVING

MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision.

PLANNING

With regard to general assignments in planning time, method, manner and/or sequence of performance of own work. CONSIDERABLE RESPONSIBILITY; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation.

DECISION MAKING

Performs work operations which permit opportunity for decision-making of minor importance. FREQUENTLY;

Performs work operations which permit opportunity for decision-making of major importance. FREQUENTLY;

COMMUNICATION SKILLS

Ability to effectively communicate information and respond to questions in person-to person and small groups situations.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement.

CRITICAL THINKING SKILLS

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

SUPERVISION RECEIVED

Under GENERAL SUPERVISON where standard practice enables the employee to PROCEED ALONE on routine work, referring all questionable cases to supervisor.

MENTAL DEMAND

CLOSE; Operations requiring close and continuous attention for control of operations. Operations requiring intermittent direct thinking to determine or select the most applicable way of handling situations regarding the organization’s operations.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTER

Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)

ACCURACY

Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time.

PUBLIC CONTACT

Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization’s position and operation.

EMPLOYEE CONTACT

Contacts of considerable importance within the department or office. Requires tact in discussing problems and presenting data and making recommendations.

SOFTWARE SKILLS REQUIRED

Accounting Basic

Alphanumeric Data Entry None

Contact Management Basic

Database Basic

Enterprise Resource Planning None

Human Resources Systems None

Payroll Systems Basic

Presentation/PowerPoint None

Programming Languages None

Spreadsheet Basic

Word Processing/Typing Intermediate

ADDITIONAL SOFTWARE SKILLS

Software used includes but it is not limited to Central Square, eTRAKiT, ProjectDox, Qless, and OnBase.

OTHER SKILLS

Ability to follow written and oral instructions. Ability to communicate effectively, both verbally and in writing. And must have strong organizational skills and working knowledge of Microsoft Office and basic computer and math skills.

PHYSICAL ACTIVITIES

While performing the functions of this job, the employee may be required to:

Stand Frequently

Walk Frequently

Sit Regularly

Use hands to handle or feel Regularly

Reach with hands and arms Regularly

Climb or balance Occasionally

Stoop, kneel, crouch or crawl Occasionally

Talk or hear Frequently

Taste or smell Never

WEIGHT LIFT REQUIREMENTS

The employee must occasionally lift and/or move:

Up to 25 pounds

VISION REQUIREMENT

Specific vision abilities required by this job may include:

Close vision (use of a computer, equipment, or any other work duties that require clear vision within two (2) feet or less).

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work near moving mechanical parts (spinning shafts, engines, lifts, etc.) Never

Work in high, precarious places (tall structures, bucket lifts, extension ladders, etc.) Never

Fumes or airborne particles (painting, sanding, solvents, flying lint or dust particles, etc.) Never

Toxic or caustic chemicals (including potential for chemical spills, etc.) Never

Outdoor weather conditions (exposure to outdoor heat, cold or inclement weather) Never

Wet or humid conditions (not weather-related, such as greenhouse, carwash, etc.) Never

Extreme cold (not weather-related, such as freezer, cold storage, etc.) Never

Risk of electrical shock (live electrical wires, equipment that retains power after shutoff) Never

Work with explosives (TNT, dynamite, nitroglycerine or other related explosives) Never

Risk of radiation (x-ray equipment, nuclear radiation, electromagnetic radiation, etc.) Never

Vibration (jack hammer, soil compactor, equipment that creates high vibration, etc.) Never

ADDITIONAL INFORMATION

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).