City of Roswell, Georgia

JOB DESCRIPTION www.roswellgov.com/jobs

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Department: Administration

Pay Grade: 509

FLSA Status: Non-Exempt

Job Code: A603

JOB SUMMARY

The Customer Service Specialist II provides professional customer service and administrative support to internal and external customers, including residents, business owners, contractors, City departments, and outside agencies. This position serves as a primary point of contact for City services and is responsible for processing, reviewing, and maintaining Business License, Occupation Tax Certificate, and Permit applications.

The position provides assistance throughout the Business License and Permitting processes, from application submission through issuance or approval. Responsibilities include reviewing applications and supporting documents, determining applicable fees and classifications, processing permits and licenses, responding to customer inquiries, conducting records research, maintaining accurate records, and ensuring compliance with applicable City requirements, ordinances, and policies.

The position may process a variety of permits, including trade, building, photography, temporary sign, tree removal, and other permits assigned to the department.

ESSENTIAL JOB FUNCTIONS

Customer Service

• Serve as a primary point of contact for internal and external customers by telephone, in person, email, chat, messaging, and other communication channels.
• Provide accurate information regarding City services, policies, procedures, applications, requirements, fees, and available resources.
• Assist customers with navigating the City's Permitting and Licensing processes, including locating applications, forms, requirements, and related information.
• Respond to and resolve customer inquiries, emails, calls, and support tickets; refer matters to the appropriate department or staff member when necessary.
• Provide technical assistance and explain City policies, procedures, and requirements in a clear and professional manner.
• Assist with de-escalating customer concerns and resolving issues using sound judgment and effective customer service practices.
• Maintain positive and professional relationships with customers, coworkers, City departments, and outside agencies.

Business Licensing and Occupation Tax

• Process and maintain Business License and Occupation Tax Certificate applications from initial submission through issuance.
• Review applications and support documentation for completeness, accuracy, and compliance with City requirements.
• Assist customers with new Business License applications, renewals, fees, requirements, and related questions.
• Determine the appropriate NAICS code based on the nature of the business and ensure the business is properly classified.
• Explain and calculate applicable Business License and Occupation Tax fees in accordance with City requirements.
• Process and resolve routine and complex Business License questions and determine when matters require referral to another department or regulatory authority.
• Maintain knowledge of applicable City ordinances, policies, and State and Federal requirements related to Business Licensing, including Alcohol Licenses, Alcohol Excise Taxes, Hotel/Motel Taxes, Occupation Tax Certificates, and insurance requirements.
• Coordinate with Fire, Planning & Zoning, Code Enforcement, and other applicable departments to support proper processing and compliance.
• Run and maintain reports related to Business License applications, renewals, delinquent accounts, open records requests, and other assigned activities.

Permitting

• Process assigned permits accurately and efficiently, including PTV, photography, garage sale, tree removal, electrical, plumbing, mechanical, fuel gas, generator, solar, roofing, and other trade permits.
• Process building permits and other assigned permit types in accordance with applicable requirements.
• Review permit applications and supporting documentation for completeness and accuracy.
• Verify applicable permit fees and ensure appropriate fees are assessed and processed.
• Answer permit-related questions and provide customers with accurate information regarding application requirements and procedures.
• Read, interpret, and understand site plans, floor plans, and scopes of work as necessary to process assigned applications.
• Identify incomplete or inconsistent information and communicate required corrections to applicants.
• Refer technical or regulatory matters to the appropriate department or subject matter expert when necessary.

Records, Data, and Administrative Support

• Accurately enter, update, verify, and correct information in City systems, databases, records, and logs.
• Maintain accurate and organized records related to licenses, permits, applications, payments, correspondence, and other assigned activities.
• Retrieve documents, records, and data to respond to customer requests and support departmental operations.
• Conduct document and records research as needed to process applications and respond to inquiries.
• Review work papers, reports, and other documentation; identify and interpret technical and numerical information.
• Analyze information and apply established policies, procedures, and requirements to resolve operational and technical issues.
• Process fees and payments accurately and maintain appropriate documentation.
• Assist with special projects, reports, audits, and other administrative assignments.

Collaboration and Compliance

• Work collaboratively with City departments, staff, business owners, contractors, external agencies, and other stakeholders.
• Support business owners and contractors by providing accurate information regarding City requirements and processes.
• Apply applicable City ordinances, policies, procedures, and local, State, and Federal requirements.
• Maintain confidentiality, integrity, accountability, and accuracy in all work activities.
• Promote a positive image of the city through professional and responsive customer service.
• Perform related duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience

• High school diploma or equivalent required.
• Associate’s degree in Business Administration, Public Administration, Business Management, Legal Studies, Construction Management, Construction Technology, Accounting, or a related field preferred.
• Three (3) years of experience in clerical support, customer service, permitting, licensing, regulatory compliance, or a related field.
• An equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities may be considered.

Licenses or certifications

• Additional certifications may be required based on assignment.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of effective customer service principles and practices.
• Knowledge of City policies, procedures, ordinances, and applicable local, State, and Federal requirements.
• Ability to read, interpret, and explain rules, regulations, policies, and procedures.
• Ability to understand and apply permitting and Business Licensing requirements.
• Ability to read and understand site plans, floor plans, and scopes of work.
• Strong written and verbal communication skills, including proper grammar and spelling.
• Strong active listening and interpersonal skills.
• Critical thinking and problem-solving skills.
• Ability to analyze technical, numerical, and regulatory information.
• Ability to demonstrate mathematical understanding and accurately calculate and process fees.
• Proficiency with computer systems, office equipment, and software applications.
• Strong data-entry and record-keeping skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple assignments and prioritize work effectively.
• Ability to meet deadlines and manage time efficiently.
• Ability to maintain composure and professionalism when dealing with difficult or upset customers.
• Ability to work independently and collaboratively as part of a team.
• Ability to maintain accurate records and proofread documents.
• Ability to demonstrate integrity, accountability, punctuality, and dependable attendance.
• Spanish language proficiency is a plus.

PHYSICAL DEMANDS

The work is sedentary to light and may require exerting light physical effort, including lifting, carrying, pushing, and/or pulling objects and materials weighing approximately 5–10 pounds. Work may involve extended periods at a computer or workstation and requires the ability to perceive and discriminate visual cues or signals.

WORK ENVIRONMENT

Work is regularly performed in an office environment without exposure to adverse environmental conditions.

The City reserves the right to revise this job description at any time. This description does not represent a contract of employment.

I removed or combined duplicate responsibilities such as customer service/contact duties, application review, records/data entry, collaboration, policy interpretation, and problem-solving, while keeping the distinct Business License and Permitting responsibilities. This also makes the distinction between Business Licensing and Permitting much clearer.