City of Highland Park

The City of Highland Park is now accepting applications for the role of Permit & Customer Service Technician.

Primary Purpose:
This position performs a variety of administrative and technical functions in the provision of customer service and record keeping for construction permitting. Responsible for the performance of direct customer service for regulatory permit processing and related financial transactions. Provides technical assistance to customers, schedules inspection staff, processes permit applications and preforms related record keeping. Distributes permit information to staff and outside contractors in a timely fashion. Adheres to internal controls. Collects data for the development of activity analyses and periodic reports to assist management in decision-making. Work may involve handling sensitive issues and confidential information requiring discretion. From time-to-time paid overtime is required to address permit and other work activity.

Supervision Received:
Works under the direct supervision of the Permit and Customer Service Supervisor and general supervision of the Building Division Manager as needed. Position receives internal requests and permit specific handling instruction from the Building Division Manager, Plan Examiners, Planners and Inspectors as needed.

Supervision Exercised:
None, but may provide some direction to interns as needed.

Anticipated schedule is 29 hours per week. IMRF pension eligible position. Range max: $32.75

Essential Duties and Responsibilities:
Provides direct support to walk-up customer service counter and phone operations. Provides information to the public on status of permit submissions, permit requirements, utility locations, and other matters related to the Building Division. Coordinates the distribution of permit information to the appropriate departments.
Maintains and supervises the maintenance of high-quality electronic and paper records systems for permitting, enforcement and monitoring activities. Performs and coordinates work associated with the fulfillment of freedom of information act requests.
Assists in the provision and coordination of accurate, complete and timely permit issuance and close out. Ensures that application requirements have been met and proper review processes are complete. Notifies applicants and appropriate City staff of key permit milestones prior to issuance. Monitors the status of permits. Identifies, communicates and coordinates the resolution of permit issues with applicants, staff and Permit and Customer Service Supervisor as needed.
Responsible for the performance of money handling tasks related to permit transactions including: balancing cash draw, fee calculations, processing invoices, guarantee deposits, letters of credit and refunds among other financial tasks.
Collects activity data and assists in the creation of periodic reports to assist management in decision-making. Researches records, and provides assistance in problem resolution. Assists Lead Permit and Customer Service Technician in the identification and development of policies, procedures and process improvements. Receives and documents complaints and assists with complaint resolution as needed.
Performs other related duties as requested.

Required Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School Diploma or GED is required. An associate’s Degree in business, communications, administrative/office management or related field is preferred.

2-4 years of general office customer service or administrative assistant level experience required. Experience in a governmental regulatory services environment is strongly preferred. Proficiency in computer software, including but not limited to Windows Operating System, the Microsoft Office Suite, and the use of databases for data entry and reporting.

Certification or License:
Must obtain Freedom of Information Act (FOIA) certification within 3 months from date of hire and ICC Permit Tech Certification within 12 months of hire.

Required Knowledge, Skills, and Proficiencies:
Successful candidates will be detailed oriented and possess strong organizational, critical thinking and problem solving skills; possess a high level of skill in the provision of customer service and working in a team to deliver that service; knowledge of customer service operations; strong oral and written communication, and interpersonal skills; ability and willingness to learn and improve operational processes; flexibility regarding work assignments and have the ability to manage multiple simultaneous projects effectively; ability and willingness to foster a positive and safe work environment

Proactively takes action to achieve established goals without constant supervisory direction; maintains work performance in a demanding customer service environment; ability to prioritize, organize and complete required duties in a timely and accurate fashion; takes responsibility for actions and decisions at individual and organizational levels; ability to establish and maintain effective working relationships with the general public, residents, property owners, contractors, craftsmen, city officials and the development community. Working knowledge of computers and modern office practices and procedures. Must have basic math skills.

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