Land Development Call Center Agent (Engineering Technician I)

Fairfax County boasts a top-notch school system, safe neighborhoods, thousands of acres of parkland, and bustling town centers. County government sits at the heart of this dynamic community of almost 1.2 million residents and seeks employees eager to bring their energy, enthusiasm and skills to serve Fairfax residents and to shape the county's future. Land Development Services (LDS) is the steward of the county's land development and building construction codes and regulations, and its staff members embrace their essential role as "first preventers." Every day, through careful review, permitting and inspection of site and building construction, our staff protect the health, safety, welfare, and environment for those who live in, work in, and visit Fairfax County. Our department also serves as the gateway to much of the county's economic development, reviewing over 30,000 building and site plan submissions, issuing nearly 70,000 building permits, and conducting over 220,000 building and site inspections each year. If you would like to join a creative, collaborative, innovative team doing meaningful work, then LDS is the place for you.

Under the supervision of the Customer Experience Team Manager, provides customer service assistance and support through the Customer Experience Team (CET) center. Provides customer support for a range of services, including various types of permit records, building plans, site-related plans and applications, inspection requirements, and other submissions processed by the Department of Land Development Services. Ensures compliance with applicable codes, regulations, and standards related to various types of construction within Fairfax County. A key responsibility of this position is delivering exceptional customer service. Customer support is delivered through in-person, phone, and virtual channels, with staff providing subject matter expertise to address real-time inquiries. Additionally, this position collaborates with colleagues both within and outside the business unit to ensure efficient service delivery and timely resolution of customer needs. Facilitates appointments, tracks customer data, attends meetings in person and/or virtually, as assigned. Maintains familiarity with general agency practices, policies, webpages and other customer resources to provide effective guidance to customers. Mentors and provides guidance to other CET staff. Provides feedback on observations about customers frequent issues and recommend opportunities to improve to the CET Manager. Provides guidance on technical processes. Complies with Land Development Services' safety programs and guidelines. Complies with county, agency and job specific training requirements, including emergency management and safety-related courses. NOTE: This position description is not intended to be all-inclusive. May perform other related duties to meet the ongoing business needs of the organization.

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to high school graduation or a G.E.D. issued by a state department of education; and one year of engineering technical support work experience or one year of post-secondary vocational trade school or completion of one year of an applied science associate's degree.. Click here to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to"

NECESSARY SPECIAL REQUIREMENTS:
The appointee of this position will be required to complete a criminal background check to the satisfaction of the employer.

• One year experience in a customer service-related role
• One year experience with a high volume of incoming phone calls
• Excellent oral and written communication skills, including ability to effectively communicate technical topics to internal and external customers.
• Experience with electronic permitting and plan review software.
• Ability to read/interpret construction documents.
• Familiar with the Virginia Construction Code, the ICC Family of Codes, the local Building Code and/or other Fairfax County Ordinances.

SELECTION PROCEDURE:
Panel interview; may include practical exercise.

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