Customer Service Liaison

Position Information

Do you have excellent customer service and project management skills? If so, apply to be Permit Sonoma's next Customer Service Liaison!

Starting salary up to $51.86/hour ($108,238/year) and a competitive total compensation package!*

As a Customer Service Liaison, you will work under the direct supervision of the Ombudsperson, both independently and collaboratively, aiding the public, contractors, and other licensed professionals in navigating the planning, development, and permitting application process, and addressing difficult or complex issues as they arise. You will assist the Ombudsperson in obtaining information and necessary approvals from other department divisions as needed or assigned to facilitate the expeditious processing of permit applications while adhering to all local, State, & Federal requirements. You will utilize a variety of research tools and models, analyze resulting data, and present your conclusion to assist in the identification of department deficiencies. You will assist in the development and implementation of process improvements and track the effectiveness of those improvements over time, reporting problematic issues or areas of any resulting underperformance that may require adjustment. Additionally, you will answer general planning and permitting questions and concerns from the public, staff, and a variety of other departments as they arise via phone, email, and in person, and provide follow-up communication on behalf of the Ombudsperson as directed. You will also assist in scheduling meetings as necessary and with day-to-day operations of the Ombuds office.

Our next successful Customer Service Liaison will possess a strong desire to assist, support, and interact with our community. They will have an intellectual curiosity, while enjoying a fast-paced environment with ever changing priorities. As the ideal candidate they will also possess:

• Knowledge of the structure and internal processes of public sector permitting and planning
• Experience using permitting and planning software
• Empathy and the ability to compassionately see all sides of a situation
• Ability to understand and communicate complex information in a non-technical way
• Ability to deliver undesirable information in a way that is tactful and succinct
• Experience with project management
• Excellent customer service and communication skills, both verbal and written
• Understanding of methods and techniques of research and analysis as it relates to troubleshooting permits and processes
• Discretion to maintain appropriate confidentiality and exercise sound and independent judgement
• Knowledge of pertinent Federal, State, and local laws, codes, and regulations is a plus
• ICC (International Code Council) or other planning, construction, or project management certifications, although not required are desirable
• Bilingual English/Spanish is highly desired, but not required

Join Permit Sonoma

Permit Sonoma, also known as the Permit and Resource Management Department (PRMD) , is Sonoma County's consolidated land use planning and development permitting agency. Virtually any land development or construction in the unincorporated area of Sonoma County (outside the city limits of the nine cities) is reviewed, permitted, and inspected by Permit Sonoma.

The department was created as part of a countywide reorganization in 1995 by bringing staff from five separate departments together under one roof and with one joint mission. On January 1, 2019, the Fire Prevention and Hazardous Materials division joined Permit Sonoma.
PRMD is organized into various divisions, which are organized into multiple sections, all working together to meet the goals of Permit Sonoma's mission.

What We Offer

Working at the County of Sonoma offers expansive opportunities for growth and development, the ability to be a part of a challenging and rewarding work environment, and the satisfaction of knowing you're working to better our communities. You can also look forward to flexible work arrangements and excellent benefits* including:

• Hybrid Telework - Depending on the assignment, a schedule that includes hybrid or telework and meets the needs of our staff, department operations, and the communities we serve may be available
• Salary Advancement - A salary increase after 1,040 hours (6 months when working full-time) for good work performance; eligibility for a salary increase for good performance every year thereafter, until reaching the top of the salary range
• Paid Time Off - Competitive vacation and sick leave accruals, 12 paid holidays, and an additional 8 floating holiday hours per year
• County Paid Health Premium Contributions - 100% premium contribution for the majority of employee-only and employee + family health plan options
• Staff Development/Wellness Pay - Annual benefit allowances of up to $2,000 and ongoing education/training opportunities
• Post-Retirement Health Reimbursement Arrangement - County contributions to help fund post-retirement employee health insurance/benefits
• Retirement - A pension fully integrated with Social Security
• Paid Parental Leave - May be eligible for up to 8 weeks (320 hours) after 12 months of County employment

*Salary is negotiable within the established range. Benefits described herein do not represent a contract and may be changed without notice. Additional information can be found in the Salary Resolution (SalRes) and our Employee Benefits Directory .

This recruitment is being conducted to fill a full-time Customer Service Liaison position. This employment list may also be used to fill future full-time, part-time, or extra-help (temporary) vacancies as they occur during the active status of the list. Qualified County employees who wish to be considered for future vacancies should consider applying to this recruitment. The Civil Service title for this position is Department Analyst.

APPLICATION SUBMISSIONS REQUIRE THE SUPPLEMENTAL QUESTIONNAIRE BE COMPLETED.

Minimum Qualifications

Education: Any combination of course work and training which would provide an opportunity to acquire the knowledge and abilities listed. Normally, academic course work in public administration, business administration, management, accounting, political science, economics, statistics, English composition, psychology or closely related courses would provide such an opportunity.

Experience: Work experience which would provide an opportunity to acquire the knowledge and abilities listed. Normally, one year of full-time professional level staff experience related to general administration, accounting, budgetary analysis, or human resources work including research, analysis, and preparation of written reports and recommendations would provide such an opportunity.

License: Possession of a valid driver's license at the appropriate level including special endorsements, as required by the State of California, may be required depending upon assignment to perform the essential job functions of the position.

Knowledge, Skills, and Abilities

Working knowledge of: principles and practices of business and public administration as pertinent to area of assignment; principles, practices and political implications of decisions regarding budgeting, fiscal management, human resources and contract management; principles and methods of work planning, staffing analysis and project management; techniques and practices of research methodology, data collection, and analysis; report writing; application and use of basic statistics; the use of electronic information equipment and specific systems as used within the department.

Knowledge of: operations and functions of county government and the structure and function of the assigned department; modern supervisory management and human resources practice; modern office methods and procedures.

Ability to: plan, organize, and conduct research, analysis and statistical studies related to the various aspects of administration, budget and general management matters; collect, compile and analyze qualitative and quantitative data; review and implement changes in work methods, systems and procedures; understand, interpret and explain laws, regulations and policies governing program operations; prepare budgets, grant applications, service contracts and complex narrative and statistical reports; communicate effectively orally and in writing, and present conclusions and recommendations before advisory and policy bodies; establish and maintain effective working relationships with management, employees, clients, and the public in carrying out sound management policies; understand program objectives in relation to departmental goals and procedures; organize and prioritize work assignments; persuade, examine, and project consequences of decisions and/or recommendations; analyze administrative problems and budget requests; use of electronic information equipment and specific systems as used within the department; effectively supervise the work of technical and office support staff.

Selection Procedure & Some Helpful Tips When Applying

• Your application information and your responses to the supplemental questions are evaluated and taken into consideration throughout the entire selection process.
• You should list all employers and positions held within the last ten years in the work history section of your application. Be as thorough as possible when responding to the supplemental questions.
• You may include history beyond ten years if related to the position for which you are applying. If you held multiple positions with one employer, list out each position separately.
• Failure to follow these instructions may impact your competitiveness in this process or may result in disqualification.

Please visit Getting a Job with the County of Sonoma to review more detailed information about the hiring process, including the application process, examination steps, and department selection process.

APPLICATION SUBMISSIONS REQUIRE THE SUPPLEMENTAL QUESTIONNAIRE BE COMPLETED.

Responses to supplemental questions will be scored using position-specific criteria. Please provide specific and detailed responses of a reasonable length to allow for a thorough assessment of your qualifications. Responses that state "See Resume" or "See Application" may be considered insufficient and therefore may not be scored.

The selection procedure will consist of the following examination:

An Application & Supplemental Questionnaire Appraisal Examination (weight 100%) will be conducted to evaluate each applicant's application and supplemental questionnaire for satisfaction of minimum qualifications (pass/not pass); and for educational coursework, training, experience, knowledge, and abilities which relate to this position. Each applicant will be evaluated based on the following criteria:

• Relevance of work history, related experience, and achieved level of education and/or training as described in the application and responses to the supplemental questions.

Candidates demonstrating possession of the minimum qualifications will be placed on an employment list in order of most qualified to least qualified based on the achieved score received in the Application & Supplemental Questionnaire Appraisal Examination which evaluates the education, training, experience, skills, knowledge, abilities, and other qualifications that you demonstrate in your application and/or response to the supplemental questionnaire. Please be aware that resumes and cover letters are not typically evaluated in the Application & Supplemental Questionnaire Appraisal Examination. Scores may be adjusted based on such factors as the number of candidates, anticipated vacancies, past practice, and natural breaks in the scores achieved by this group of candidates.

ADDITIONAL INFORMATION

A background investigation is required prior to employment. Candidates referred to departments for a selection interview are typically required to sign authorization and release forms enabling such an investigation. Failure to sign prescribed forms will result in the candidate not being considered further for that vacancy. Reference information will not be made available to applicants.

Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply, depending on the duties and responsibilities of the position. If you receive a conditional job offer for the position, the requirements upon which the offer is contingent will be outlined in the conditional job letter. You may also review the Job Classification Screening Schedule to determine the requirements for this position.

HOW TO APPLY

Applications are accepted online at www.yourpath2sonomacounty.org . Paper applications may be submitted by person, fax (707-565-3770), email, or through the mail. All applications and appropriate supplemental information as outlined in the job bulletin must be RECEIVED by the time and date specified on the first page of this job announcement. Applications received after the recruitment closes will not be accepted.

The County of Sonoma values diversity and is dedicated to creating a workplace environment that provides individuals with a sense of belonging. We are committed to having a diverse workforce that is representative of the communities we serve. The County is proud to be an Equal Opportunity Employer where all aspects of employment are based on merit, competence, performance, and business need.

HR Analyst: MN
HR Technician: KK

IMPORTANT NOTE: Benefits described herein do not apply to Extra Help positions.

COUNTY OF SONOMA BENEFITS: MANAGEMENT*

These are some of the excellent benefits the County offers:

Paid Time Off :Competitive vacation accrual and sick leave accruals; additional management leave annually; 12 paid holidays, and an additional 8 floating holiday hours per year; and may be eligible for up to 8 weeks (320 hours) of Paid Parental Leave after 12 months of County employment.

Health Plan :Choice of five health plans (a PPO, EPO, HMO, and two deductible HMOs) with a County paid premium contribution.

Retirement :Fully integrated with Social Security.For more information regarding eligibility, retirement contributions, and reciprocity with prior public service, please visit https://scretire.org/active-/-deferred/when-you-are-hired .

IRS 457 Plan :Pre-tax employee contribution up to the IRS annual maximum.

Retiree Medical :County contribution to a Health Reimbursement Arrangement to help fund post-retirement employee health insurance/benefits.

Plus excellent dental, vision, disability, life insurance, professional development, and more.

For answers to specific questions regarding the employment process and more details about benefits or retirement, please contact Human Resources at (707) 565-2331.Additional details about benefit and compensation packages can be found in the MOUs located at https://sonomacounty.ca.gov/administrative-support-and-fiscal-services/human-resources/divisions-and-units/employee-relations/labor-agreements-and-salary-resolution . For specific information about health and welfare benefits including plan options, coverage, and premium amounts go to https://sonomacounty.ca.gov/administrative-support-and-fiscal-services/human-resources or, contact the Human Resources' Risk Management-Benefits Office at benefits@sonoma-county.org or (707) 565-2900.

*IMPORTANT NOTES: Benefits described herein do not represent a contract and may be changed without notice.

Closing Date/Time: 9/13/2023 11:59 PM Pacific