Function

Are you committed to public service, professionalism and building a strong community?

Then come work for the City of Hampton, a vibrant waterfront community, celebrating and embracing 400 years of history and innovation, creating an even more dynamic future! We are located in the center of the 757 and offer lots of waterfront fun, rich and diverse history, and a vibrant restaurant scene. Hampton offers excellent benefits and promotes career and personal development. Benefits include enrollment in the Virginia Retirement System, flexible and/or remote work opportunities, excellent healthcare insurance and other fringe benefits.

You are invited to contribute to the advancement of City priorities such as economic growth, placemaking, living with water, educated and engaged citizenry, safe and clean community, good government, family resilience and economic empowerment? Would you like the opportunity to grow professionally, in a flexible work environment where you can take advantage of tuition reimbursement and certification training?

If you have these traits, joining the Community Development team may be for you:

• 
  Creative problem solver
• Proactive self-starter
• Strong team player
• Passionate about excellent customer service
• Enjoy collaborating with other colleagues who share your passion
• Positive, can-do attitude
• Effective communicator
• Desire to impart knowledge to others
• Embracing new technology

What You'll Be Doing
You will perform a range of duties associated with serving as the first contact for customers at the Development Services Center (DSC) counter providing exceptional customer service and demonstrating superior interpersonal and communication skills to all customers. You will perform intake, review, processing, and issuance for an array of permits and development review applications

Examples of Work

• Serves as the primary customer contact for customers in the DSC. Demonstrates excellent communication and customer service skills; communicates and interacts effectively with a wide range of internal and external customers.
• Serves in a more senior level role than other permit technicians. These responsibilities include assisting with training; monitoring the quality and efficiency of operational activities; facilitating communication between the permit counter and other staff; monitoring the effectiveness of existing processes and recommending improvements when necessary; overseeing and managing the work schedules of the team of permit technicians; provides input to the DSC Manager in the performance evaluation process of more junior permit technicians.
• Develops and enforces processes and procedures for the intake and processing of applications and plans in the DSC at the direction of the DSC Manager.
• Resolves complex and difficult problems and complaints encountered by staff and department representatives regarding permit and plan submittals and processing, illegal construction, code violations and inspections.
• Staffs the DSC front counter in conjunction with Permit Technicians. Works collaboratively in a team environment with other Permit Technicians as well as with other technical and professional staff.
• Performs routine and less complex permit reviews and approvals specifically authorized by the DSC Manager.
• Receives and inputs permit applications and plans into the appropriate review process.
• Performs permit applications and plans completeness reviews.
• Promotes and encourages collaborative thinking and fosters a healthy team environment.
• Tracks and monitors the status of permits.
• Performs a wide array of tasks including, but not limited to, issuing a wide range of construction permits, calculating fees, processing payments, record keeping, and data management activities.
• Works collaboratively with other professionals in the DSC to provide information to the public regarding city codes, ordinances and policies related to construction and land development.
• Conducts research and projects as directed by the DSC Manager.
• Verifies proper and current contractor and business licensing in accordance with current DPOR regulations.
• Verifies payment of taxes when necessary.
• Oversees cash handling process for DSC front counter operations. Ensures compliance with departmental policy and provides training to cash handling staff. Responsible for daily cash reports and routes for approval signatures. Identifies inaccuracies when report does not balance and provides corrective actions to staff when errors have occurred. Reports issues directly to the DSC Manager.
• Performs other related duties as required.

Qualifications

Graduation from high school or successful completion of the GED.

Requires a minimum of two (2) years’ experience as a Permit Technician which must include a minimum of two (2) years of direct customer service experience including administrative support experience involving clerical and information processing duties.

Experience related to building and/or land development issues and application of rules and regulations preferred.

Must possess certification as a Permit Technician issued by Virginia Department of Housing and Community Development (VDHCD).

Requires thorough knowledge of: office terminology, procedures, and equipment; business arithmetic and English; personal computers and software programs. Requires the ability to learn software programs specific to the DSC, the ability to read an interpret plats and various types of plans. Requires the ability to read and interpret information; maintain complex records; solve administrative and other problems based on knowledge of established policies, procedures and technical knowledge of departmental operations; maintain effective working relationships with diverse populations. May require a functional knowledge of tools, materials, technology and processes that are specific to the DSC. Requires the ability to analyze customer's needs and determine service requirements and determine the most effective method of achieving desired outcomes.

Must possess a valid driver’s license and a satisfactory driving record based on the City of Hampton criteria.

An acceptable combination of education and experience that qualifies the applicant may be substituted for the more specific requirements outlined above.

A criminal background check related to this position is required prior to any official offer of employment or promotion.

Features

Performs duties under the general supervision of the DSC Manager or designee. Requires the ability to make sound independent judgments within the context of the established departmental and City policies and procedures. Requires contact with other City departments, the general public and other agencies. May require duties to be performed during evenings and weekends; may require occasional lifting or lightweight materials; may require use of personal vehicle for travel within the City. This position is non-exempt.