Customer Service Representative

CITY OF FAYETTEVILLE-HR   Fayetteville, AR   Full-time     Call Center / Customer Service
Posted on August 21, 2021
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$33,134.40 - $39,915.20 Annually
Fayetteville, AR
Job Type
Full Time
Job Number
Essential Job Duties


The City of Fayetteville is committed to attracting, engaging and rewarding a multi-generational workforce.  By offering a total rewards package including competitive compensation and benefits plans and a purposeful work life, the City is an employer of choice focused on serving our community.

The starting rate of pay for this position will be within 15% of the grade range minimum. The rate determined will depend on experience and qualifications. 


The grade range for this position is:

           HIRING RANGE 

(Minimum      15% Minimum)      Market          Maximum

$15.93           $18.32                   $19.19            $23.80



  1. Provide good customer service to both internal and external customers, maintain positive and effective working relationships with other city employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive.  Other essential duties of this position include the following:

  2. Greet, interact with and effectively respond to questions from internal and external customers and the general public, both in person and over the telephone.  Responses may require gathering building permit information, calculating user and impact fees, researching development and permit projects, and providing the information in a user-friendly format such as a chart, report or spreadsheet.

  3. Have a thorough understanding of the permitting processes relative to planning, engineering, building safety, business licenses and be able to convey this information effectively to customers.

  4. Maintain comprehensive files, reports and control logs which meet established standard policy requirements and procedures.

  5. Process permit applications and calculate permit fees as needed.

  6. Exhibit excellent customer service while assisting customers to obtain and pay for permits, licenses and certificates of occupancy.  

  7. Exercise good judgment when utilizing the position’s authority and discretion to issue Mechanical, Electrical and Plumbing permits to contractors.

  8. Receive and report Code Enforcement complaints and schedule daily inspections.

  9. Regularly monitor the division’s website and add weekly, monthly, quarterly and annual updates as needed. Coordinate social media responses with senior staff in accordance with City policies, when appropriate.

  10. Research and respond to difficult customer problems and complaints.  Provide solutions to issues identified to senior staff members.

  11. Serve as backup for building safety, planning and engineering support staff as needed.

  12. Perform filing and scanning functions in an accurate manner, for archiving within the City’s document management system.

  13. Perform travel and training coordination for the division, including trip initialization, reconciliation, and the registering and booking for professional development conferences.

  14. Maintain an active purchasing card for travel and training purchases, as well as office supplies and other uniforms and equipment for the Building Safety Division.

  15. Other duties as assigned.


Secondary Job Duties


  1. Secondary duties as assigned.


Minimum Qualifications


  1. High School Diploma or GED with two years of related customer service experience.

  2. Must successfully pass criminal background check, including but not limited to convictions, guilty pleas, or no contest pleas to violent offenses, theft offenses and any offense under A.C.A. 21-15-103 and A.C.A. 21-15-111.

  3. Ability to process and reconcile cash and check payments.

  4. Effectively communicate with others orally and in writing.

  5. Requires the use of tact, initiative and independent judgment in dealing with difficult citizen complaints, requests for assistance, information or services to the public.

  6. Bilingual (English and Spanish) desired.

  7. Must be able to use mathematics involving addition, subtraction, multiplication, division, and/or calculating ratios, rates and percentages.

  8. Must be proficient in the use of a computer and software programs such as word processing and spreadsheets.  Must be able to become proficient in the use of other related software programs such as the City’s development services and municipal work order management software applications and ArcMap. Must be able to effectively operate standard office equipment. Must have the ability to learn to navigate the City’s financial software application and electronic document management systems for indexing and retrieval.

  9. Must have the ability to prioritize and multi-task.

  10. While performing the functions of this job, the employee is regularly required to move about the office area, sit; use hands to finger, handle, or feel; reach with hands and arms; occasionally climb or balance; stoop, kneel, crouch.  The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds.  Must have specific vision abilities to accomplish computer and office work.

  11. Must possess the ability to work effectively in a front desk environment that includes regularly receiving walk-in traffic and phone calls.  The noise level in the working environment is frequently elevated due to group discussions taking place in the general area.