Customer Service Representative

Job Description

Under general supervision from a Customer Service Representative Supervisor, the Customer Service Representative receives and responds to inquiries from the general public regarding government services and information in a professional and courteous manner. Incumbents identify customer needs by listening, asking relevant questions, evaluating information, and referring customers to appropriate City services. The position requires knowledge of departmental policies and procedures, regular interaction with the public, use of computers and customer service systems, and maintenance of confidential information.

Important and Essential Duties

Essential duties of the position include but are not limited to the following:

• Provide in-person customer service and respond to inquiries regarding permitting services, departmental processes, and City programs at the Permit Center Help Desk.
• Assess customer needs, provide accurate information, and direct customers to the appropriate staff, department, or resource.
• Assist customers with navigating the PermitSF Portal (OpenGov), Public Works Clariti Portal, and other applicable systems, including account registration, application submission, and status inquiries.
• Enter, retrieve, and maintain customer information and service requests in Salesforce, permitting systems, and other designated applications.
• Identify, document, and escalate application issues, processing delays, technical concerns, and other matters requiring additional assistance.
• Coordinate with staff, divisions, and partner agencies to address customer service and permitting issues.
• Support new and evolving customer service procedures associated with PermitSF and the consolidated permitting organization.
• Perform other related duties as assigned.

Qualifications

Any combination equivalent to experience and training that would provide the required knowledge, skills and abilities would be qualifying. A typical way to obtain the knowledge, skills and abilities would be: Successful completion of the 1302 Customer Service Representative Trainee program.

Applicants must meet the minimum qualifications requirement by the final filing date unless otherwise noted.

Desirable qualifications:

Any stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

• Experience providing excellent customer service in a high-volume, fast-paced, public-facing environment, including managing competing demands and effectively de-escalating challenging customer interactions.
• Ability to communicate clearly and professionally with customers from diverse backgrounds, explain complex processes in simple, customer-friendly language, and collaborate effectively with multiple City departments.
• Ability to manage multiple customer inquiries, remain calm and professional in challenging situations, resolve issues proactively, and coordinate with departments to ensure timely follow-up and resolution
• Experience using online customer service, permitting, or case management systems, such as Salesforce, OpenGov, Clariti, or similar platforms, to assist customers with navigating applications, accessing information, and resolving service-related issues.

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. 

Additional Information

How to Apply:

All applicants are required to complete the Supplemental Questionnaire as part of this recruitment process. The purpose of the Supplemental Questionnaire is to evaluate your experience, skills, and qualifications as they relate to the position.  The information provided should be consistent with the information on your application and is subject to verification.

How to Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Submit your application through this job ad. 

1. Select the “Apply Now" button and follow instructions on the screen.
2. As part of the application process, all candidates must complete this supplemental questionnaire to advance in the recruitment process via this link:Supplemental Questionnaire.

The deadline to submit Application AND Supplemental Questionnaire is November 2, 2026 at 11:59 p.m.

Applicants may be contacted by email about this recruitment 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, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

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.

What else should I know?

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

Questions:  If you have any questions regarding this recruitment or application process, please contact the exam analyst, Zoey Feng, by telephone at 628-652-7628, or by email 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.