City of Tampa

Stormwater Acquisition & Customer Support Specialist (#366000) 028

$27.40-$38.96 Hourly / $4,749.33-$6,753.07 Monthly / $56,992.00-$81,036.80 Yearly


This is responsible office and public relations work in receiving, responding to, and tracking customer inquiries and complaints relating to stormwater issues and in researching and initiating land and easement acquisition requests. 

Nature Of Work

An employee in this class serves as the central point for the provision of stormwater department customer information, processing complaints and inquiries and coordinating message center responses in a customer-friendly manner. Tasks are of more than average difficulty, requiring positive interpersonal skills, the exercise of tact and courtesy, and effective writing skills. Duties require the exercise of considerable initiative and independent judgment in researching property ownership and coordinating and preparing requests to the Real Estate Division and Legal Department for the acquisition of property and easements identified as necessary for stormwater system expansion and renovation. The ability to monitor such requests and apprise management of their status is a key element of the work. The employee must be proficient in the use of computers and in grammar and composition. Work is performed under general supervision and reviewed through conferences, reports submitted, and results obtained. 

Examples of Duties

Provides customer response support and analysis for the Stormwater Department; serves as primary interface for developmental and consumer complaints and inquiries relating to the department and stormwater issues received via the City’s message center, telephone, website and correspondence; addresses issues such as flooded streets, broken pipes and culverts, non-flowing drainage ditches; provides information to the public on stormwater activities including timing of repairs, renovations and improvements to be made to the stormwater system.

Tracks all complaints and inquiries and drafts responses where appropriate; refers issues to engineers and supervisors as appropriate, following up to ensure response is made; establishes, maintains and revises department information files; attends various meetings and confers with staff to obtain information concerning departmental planned activities.

Coordinates department public relations efforts with neighborhood, development, City Council, special interest and environmental groups; assists in developing materials that promote the mission and enhancement of the customer service image of the department; compiles information.

Performs title searches of official records to determine ownership or status of real property identified by engineers and field staff as property to be acquired or for which easements may be desired to facilitate stormwater system design efforts; looks for issues which may impact the feasibility of obtaining such property or easements such as disputed ownership or existing easements with other utilities, etc.

Refers viable purchase or easement requests to the City’s Real Estate division for negotiation efforts and maintains coordination to establish whether property or easements can be obtained; includes appropriate legal description of property in requests, the name and address of property owner(s) or representative(s), nature of easement desired, and location description of easement; advises superiors of progress on achieving easements and/or property purchases so that designs of stormwater systems or facilities can be finalized as initially projected or alternative approaches can be analyzed; participates in drafting and editing of shared-use and legal agreements.

Prepares reports and correspondence; assists supervisor with special projects involving such tasks as data gathering, preparation of permit requests, preparation and updating of project management spreadsheets, etc.

Performs related work as required. 

Knowledge, Skills & Abilities

Considerable knowledge of: business English and accepted practices of grammar and composition; modern office practices, procedures and equipment.

Working knowledge of: general real estate policies, processes, procedures and practices; preparation of legal documents pertaining to real estate transactions.

Ability to: deal with public relations issues in an effective and courteous manner; communicate effectively both orally and in writing; conduct detailed research; compile, analyze and organize data and information; access and use automated databases; understand and follow complex oral and written instructions; read, understand and interpret property records; write basic legal documents in correct format; maintain files and records.  

Minimum Qualifications

Completion of two (2) years of college, preferably including courses in a legal or general business field and three (3) years of experience of a progressively responsible nature involving public contact work and including six (6) months of experience in the area of real estate (e.g. title searches; research on property; etc.); or an equivalent combination of training and experience. 

Licenses or Certifications

Possession of a valid State of Florida driver’s license.     


During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

CLASS: 366000; EST: 8/15/2013;