About the Department

The Customer Inquiry Coordinator performs specialized customer service and administrative support work for the Department of Development Services. The position serves as a primary point of contact for inquiries related to building permits, inspections, regulatory requirements, and other construction-related activities. Work involves receiving and responding to a high volume of customer calls, providing accurate information, and ensuring inquiries are efficiently routed to appropriate staff or divisions.

This position supports the implementation and ongoing operation of the Department’s Call Agent phone system, a key initiative within Community Development’s Short-Term Plan and a priority of the Board of Supervisors. The role requires strong communication skills, consistent application of departmental procedures, and the ability to manage customer expectations in a fast-paced, service-oriented environment.

The hiring salary range for this position is $26.52/hour to $36.47/hour based on experience.
The full salary range for this position is $26.52/hour to $46.41/hour to provide opportunity for growth and development. 

Position Duties

• Receives, screens, and routes customer calls related to permitting, inspections, and other development services.
• Provides accurate information to the public based on established departmental procedures, policies, and applicable regulations.

• Utilizes designated call management and tracking systems to log, monitor, and update customer inquiries to ensure accuracy, consistency, and timely follow-up.
• Identifies recurring questions, service gaps, or process issues and communicates these trends to supervisory staff for review and improvement.
• Coordinates with internal divisions and staff members to support the efficient resolution of customer inquiries and requests.
• Maintains operational consistency and supports performance expectations for the department’s call management system.

Minimum Qualifications

• Knowledge of customer service practices and standard office procedures.
• Ability to communicate clearly and professionally with the public and staff, both verbally and in writing.

• Ability to learn and apply department processes related to permitting, inspections, and development services.
• Skill in organizing work, managing multiple inquiries, and maintaining accurate records.
• Ability to operate call management software, office technology, and computer-based systems

Other Qualifications

A combination of education and experience equivalent to associates degree with major coursework in Business or related field, and 3 to 5 years of experience in administrative and customer service roles, preferably in a supervisory or lead capacity