1302 Customer Service Representative Trainee

Permit Center

Recruitment #TEX-1302-904051

Introduction

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice.  As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.


11/20/2020 - The filing deadline for this announcement has been extended.  Applicants who previously submitted an application need not to reapply and will remain under consideration.


APPOINTMENT TYPE:
Temporary Exemrpt (TEX), this position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

ABOUT US:

The City & County of San Francisco under the City Administrator’s Office will be opening a new one-stop Permit Center located in the City’s newest office building at 49 South Van Ness Ave. The City’s new 39,000 sq. ft. Permit Center will co-locate construction, business, and special events permitting services from different locations across the city into one centralized location and serve as the City’s primary public facing permitting service center. The Permit Center will include a new customer service team that will work alongside permitting staff from numerous departments including, Department of Building Inspection, Fire Department, Planning Department, Public Works, and other departments.

POSITION DESCRIPTION:

Under immediate supervision from a Customer Service Representative Supervisor, the 1302 Customer Service Representative Trainees are initially trained to, and as part of the training curriculum, receive and process queries from the general public requesting government services and information.

Training will include:

(a) customer service standards and procedures for effectively communicating and processing customer requests;

(b) available construction, business, and special event permits and services offered by multiple City departments;

(c) use of technology and software systems used in the Permit Center; including but not limited to queue management system, customer management software, public computer terminals and cashiering kiosks.

Demonstrated competence and successful completion of the structured 1302 Customer Service Representative Trainee training program may lead to the journey-level 1304 Customer Service Representative classification. Failure to achieve demonstrated competence or the inability to complete the 1302 Customer Service Representative Trainee training program may result in loss of employment.

ESSENTIAL FUNCTIONS:

  1. Actively and effectively participate in the training program; achieving competency and ability to demonstrate understanding of training material throughout and by the end of the training period.
  2. Ability to communicate courteously and tactfully with the general public and others; including calmly working under pressure and effectively dealing with escalated or difficult situations.
  3. Welcome, greet and provide department location directions and information to the general public.
  4. Ability to walk, stand or sit for prolonged periods of time while assisting the general public.
  5. Approach members of the general public who appear to need assistance while speaking with a pleasant and professional tone.
  6. Identify and provide customers with accurate information by listening, asking questions and evaluating information obtained; referring customers to available services.
  7. Select appropriate services; transition customers to correct department by utilizing queueing and routing process and/or directing and accompanying customer to department’s physical location within the building.
  8. Assist with customers inquires via in person, over the phone or email.
  9. Work harmoniously and cooperatively with departmental staff and customers from a variety of cultural and socioeconomic backgrounds.
  10. Perform other job related duties as assigned.

WORKING CONDITIONS: Trainees must maintain and demonstrate knowledge and understanding of City services, policies and procedures; interact with customers for prolonged periods of time; walk, sit, or stand for prolonged periods of time; listen, speak, and operate computer terminals / kiosks, mobile devices, phones, and queue management systems while assisting the public. Respect the right of privacy and uphold confidentiality of information. The nature of the work may involve working during unpredictable periods of pressure and stress in a fast pace; high customer volume environment. Customer Service Representative Trainees may work a rotating shift.

Minimum Qualifications

Six (6) months (1040 hours) of verifiable full time customer service experience directly serving a diverse population to obtain information to determine and respond to customer needs.


VERIFICATION:
Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement.


NOTE: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Click and select: 1302 Customer Service Representative Trainee
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org).

Applicants will receive a confirmation email 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.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores. If you have any questions regarding this recruitment or application process, please contact the analyst at (415) 554-6000.

Selection Plan

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).

THE CITY AND COUNTY OF SAN FRANCISCO IS AN EQUAL OPPORTUNITY EMPLOYER. MINORITIES, WOMEN AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Conclusion

General Information concerning City and County of San Francisco Employment Policies and Procedures: Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work: All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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