What are the responsibilities and job description for the Customer Service Representative – Permit Center – Office of the City Administrator (1304) – (138291) position at City and County of San Francisco?
Company Description
This is a Position-Based Test conducted in accordance with CSC Rule 111A.
Specific information regarding this recruitment process are listed below:
- Application Opening: November 9, 2023
- Application Deadline: November 17, 2023
The City & County of San Francisco under the City Administrator’s Office operates a one-stop Permit Center located at 49 South Van Ness Ave. The City’s 39,000 sq. ft. Permit Center co-locates construction, business, and special events permitting services from different locations across the city into one centralized location and serves as the City’s primary public facing permitting service center. The Permit Center includes a customer service team that works alongside permitting staff from numerous departments including, Department of Building Inspection, Fire Department, Planning Department, Public Works, and other departments.
Job Description
Under general supervision from a Customer Service Representative Supervisor, the Customer Service Representative receive and process queries from the general public requesting government services and information in a professional and courteous manner. Incumbents identify the type of service being requested by listening, asking relevant questions, evaluating information obtained and refer customers to appropriate and available City services. Incumbents must learn, maintain and communicate a knowledge and understanding of departmental policies and procedures to the customer on behalf of the City; listen and communicate with customers for extended periods of time; walk or stand for extended periods of time; utilize and operate computers, mobile devices, phones, queue management and other computer software while assisting the public; and uphold confidentiality of information.
Working Conditions: The nature of the work may involve working during unpredictable periods of pressure and stress with high customer volume. Customer Service Representatives work a rotating shift that may include evening, weekends and holidays. In the event of an emergency or natural disaster incumbents are required to report to work as usual and may be expected to work unusual shifts and hours.
Qualifications
MINIMUM QUALIFICATIONS
Successful completion of the City and County of San Francisco (CCSF) 1302 Customer Service Representative Trainee Program with the Permit Center.
Note(s):
Applicants MUST be incumbents OR have been previously employed in Class 1302 Customer Service Representative Trainee and MUST be undergoing or completed the CCSF 1302 Training Program. Applications of CCSF 1302 Trainees will be conditionally qualified and placed under waiver on an eligible list pending successful completion of the Training Program.
Applications of Non-CCSF 1302 Trainees will be rejected. Individuals interested in applying to the 1302 Customer Service Representative Trainee Program, please read information provided on item number 3 below:
- There is no substitution or waiver granted for the required successful completion of the CCSF 1302 Training Program.
- Completion of the CCSF 1302 Training Program and lifting of waiver on the eligible list does not guarantee appointment in class 1304.
- To be notified of the upcoming recruitment for class 1302 Customer Service Representative Trainee, please follow these instructions at this link: careers.sf.gov/stay-informed/. Then, select the “Notify me of jobs” button, provide your information and when asked for a keyword, enter the job code “1302”.
- Applicants must meet minimum qualification requirements by the final filing date unless otherwise noted.
Verification:
Certification (proof) of completion of CCSF 1302 Training Program must be submitted with the application at the time of application, or received/faxed at 415-554-6042 by the filing deadline at: City Administrator Office Human Resources, Attn: 1304 Exam, 1155 Market Street, 4th Floor, San Francisco, CA 94103.
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for further information.
Note: Resumes will not be accepted in lieu of a completed City and County of San Francisco application.
Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.
SELECTION PROCEDURE/EXAMINATION REQUIREMENTS
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:
Minimum Qualification Supplemental Questionnaire (MQSQ):
Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.
Written Examination (Weight 100%):
Candidates deemed to meet the minimum qualifications will be invited to participate in a written multiple choice examination designed to measure their relative knowledge, skills and abilities in job-related areas, which may include, but not be limited to the following: human relations ability; ability to effectively work under pressure; ability to ask appropriate questions; ability to approach members of the public; ability to respect the right of privacy and maintain confidentiality of customers; ability to operate phones, computers and electronic devices; oral and written communication ability.
This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.
A passing score must be achieved on the written examination in order to be ranked on the eligible list.
Additional Information
Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.
The duration of the eligible list resulting from this examination process will be 6 months and may be extended with the approval of the Human Resources Director.
To find Departments which use this classification, please see: https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2022-23.pdf.
Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov.
The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.
Additional Information Regarding Employment with the City and County of San Francisco:
- Information About The Hiring Process
- Conviction History
- Employee Benefits Overview
- Equal Employment Opportunity
- Disaster Service Worker
- ADA Accommodation
- Veterans Preference
- Right to Work
- Copies of Application Documents
- Diversity Statement
Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at [email protected].
The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.
