Essential job functions include serving as the primary point of contact for external customers, engaging with customers through multiple communication channels, effectively communicating solutions verbally or in writing, receiving and addressing customer inquiries, providing essential technical guidance to customers, ensuring accuracy and completeness of all transactions, managing customer accounts, processing various payments, handling requests and adjustments for utility accounts and property tax assessments, performing miscellaneous customer service tasks or projects, assisting in training and onboarding new Customer Service representatives, supporting the development and maintenance of training materials and educational resources, researching industry trends, policies, and certifications and delivering ongoing training to employees, receiving and processing land development, tree removal, electrical, mechanical, and plumbing trade permit applications, supporting customer service needs across all City departments, collaborating with business owners, contractors, and other stakeholders to advocate for their needs and support economic development initiatives, coordinating with multiple departments to address customer service needs, demonstrating knowledge of planning, development, and zoning processes and troubleshooting related issues, ensuring accurate billing processes, addressing unique customer service requests or escalations, analyzing work papers, reports, and special projects, accurately inputting, updating, verifying, and correcting data in computer systems or records, verifying the validity of contractor and business licenses, retrieving and providing documents, records, and data/information as requested, maintaining file confidentiality and adhering to file management guidelines, collaborating effectively with diverse individuals, maintaining composure under pressure, providing support and leadership to department staff, managing project demands, priorities, costs, and timelines, and relaying public feedback and concerns to management. Minimum qualifications require a high school diploma or equivalent; college degree preferred; supplemented by four (4) years of experience, preferably in clerical support, customer service, or a related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.