1304-Customer Service Representative

About the Role

The San Francisco Planning Department is recruiting for one (1) Permanent Exempt (PEX) Customer Service Representative for the Permit Center. This is a full-time position.

The Department

The San Francisco Planning Department (CPC) shapes how land is used to meet community needs and guide the city’s future. The Permit Center is a one-stop location for construction, business, and special events permitting services, serving as the City’s primary public-facing permitting service center.

Job Description

Under general supervision, 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, evaluate information, and refer customers to appropriate City services. This 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.

Essential Duties

• 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.

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.

Application Process

• Application Opening: October 19, 2026
• Application Deadline: November 2, 2026, 11:59 PDT
• A Supplemental Questionnaire is required as part of the application process.
• Applications are accepted only through an online process via the "Apply Now" button.

Compensation

• $91,260 - $110,968 annually.