1304-Customer Service Representative

About the role

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.

Responsibilities

• 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:

• 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.

About the department

The San Francisco Planning Department (CPC) shapes how land is used to meet community needs and guide our city's future, creating inclusive, sustainable, and prosperous neighborhoods. We envision an equitable San Francisco where everyone thrives—a welcoming city that honors diverse cultures, provides secure housing, strengthens environmental resilience, and drives economic stability for current and future generations.

The City & County of San Francisco operates a one-stop Permit Center located at 49 South Van Ness Ave. The City's 39,000 sq. ft. Permit Center co-locates construction, business, and special events permitting services from different locations across the city into one centralized place and serves as the City's primary public-facing permitting service center. The Permit Center includes a customer service team that works alongside permitting staff from numerous departments including the Department of Building Inspection, Fire Department, Planning Department, Public Works, and other departments.

Pay

Compensation range: $91,260 – $110,968 annually.

This is a full-time Permanent Exempt (PEX) position excluded by the Charter from the competitive civil service examination process; the appointment serves at the discretion of the Appointment Officer and shall not exceed 36 months. The position may be subject to the Permanent Civil Service examination process at a later date. Application window: October 19, 2026 – November 2, 2026 (11:59 p.m. PDT). Required supplemental questionnaire: 1304 Customer Service Representative Supplemental Questionnaire. Analyst: Zoey Feng (628-652-7628, yajian.feng@sfgov.org).