Serves as the primary point of contact for residents regarding code compliance issues. This position manages inbound calls, online submissions, and digital communications related to code violations identified by Code Officers. Responsibilities include documenting concerns, providing guidance to the public, and coordinating with internal departments and external partners to support timely resolution of violations.

This role requires strong customer service skills, attention to detail, and the ability to manage high volumes of communication across multiple channels while maintaining professionalism in sometimes sensitive or escalated situations.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Receive and manage inbound calls related to code violations (e.g., property maintenance, nuisance issues, signage, etc.).
• Monitor and respond to online service requests, emails, and citizen-reported concerns submitted through digital platforms and apps.
• Document all customer interactions and service requests accurately in the appropriate tracking systems.
• Explain code violations, processes, timelines, and compliance requirements to residents and property owners.
• Coordinate with Code Enforcement Officers to relay information, updates, and service requests.
• Work with internal departments and external partners to support resolution of violations.
• Provide status updates to callers and digital requestors regarding open code cases.
• Review and manage citizen-reported issues submitted through code reporting applications, ensuring proper routing and follow-up.
• De-escalate difficult or frustrated customers and maintain a professional, solution-oriented approach.
• Identify recurring issues or trends and communicate them to supervisors as needed.
• Maintain organized records and ensure timely follow-up on outstanding cases.

Minimum Qualifications

• High School Diploma or G.E.D.
• Two (2) years of customer service, call center, or public-facing experience
• Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job

Preferred Qualifications

Education/ Experience:     

• 2–4 years of experience in a high-volume call center or municipal customer service environment
• Experience with code enforcement, permitting, inspections, or municipal operations

Knowledge, Skills & Abilities

• Strong verbal and written communication skills across phone, email, and digital platforms
• Ability to manage high volumes of calls and electronic requests simultaneously
• Skill in de-escalating challenging or emotional customer interactions
• Working knowledge of case management or CRM systems
• Ability to document interactions accurately and thoroughly
• Familiarity with city geography and neighborhoods is a plus
• Ability to work collaboratively across departments

Additional Preferred Qualifications

• Bilingual (English/Spanish) strongly preferred

Licenses and Certifications

No Licenses/ Certifications required