Cannabis Regulatory Licensing Customer Service Representative Jobs

Position Description

The Department of Facilities and Administrative Services (FAS), Consumer Protection Division (CPD), is seeking qualified applicants for the position of Regulatory Licensing and Customer Service Representative. This position works as part of a team and supports 21 regulatory licenses, such as adult entertainment, short-term rentals, recreational cannabis, false alarm billing, public parking lots and garages, public impounds, and more. In addition, this position is responsible for conducting taxicab, for hire vehicle, limousine, and transportation network company (TNC) vehicle licensing for Seattle and King County vehicles. This position is fast paced and works under strict deadlines and is responsible for interacting with a high volume of licensees and processing a high volume of paperwork.
Work will be performed in a multicultural workplace and with diverse licensees. The division emphasizes strong, collaborative communication and inclusiveness in support of department goals to promote diversity and social justice.
Facilities and Administrative Services (FAS) is the backbone of the City of Seattle and a dynamic organization (Download PDF reader) comprised of eleven divisions and 450+ employees that provides $375 million a year in services to the City through an exciting portfolio of lines of businesses. FAS is a collaborative workplace with collective accountability to promote equity, respect, civility, integrity, inclusiveness and fairness (Download PDF reader) for all employees.

Job Responsibilities

• Issue and renew regulatory licenses; review and audit documents to ensure Seattle Municipal Code (SMC) regulations and ordinance requirements are met.
• Explain the rules and regulations of the SMC.
• Perform calculations to determine appropriate regulatory licensing fees and penalties, due dates, and other associated fees.
• Respond to inquiries and complaints; research problems; explain department and program requirements, policies, processes, procedures, rates, fees, penalties, and due dates; answer licensee questions regarding regulatory license invoices; refer complaints to appropriate personnel for dispositioning and/or follow-up as required.
• Digitally navigate licensees through creating accounts and performing work in the Seattle Services Portal.
• Maintain accurate account information across several divisional databases, maintain statistical records and generate reports as required; update digital files to ensure data integrity.
• Research and allocate payments that are received without identifying paperwork.
• Process in person payments for regulatory licenses.
• Perform other related duties as assigned.

Qualifications

Required Qualifications

• 
  Requires a minimum of one year of clerical experience involving customer service, public contact, and experience in a billing process.

(Or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class.)
Desired Qualifications

• Understanding of the City’s Race and Social Justice Initiative.
• Proficiency using Microsoft Word, Excel, and Access.
• Comfortable learning new software and technology systems.
• Experience working with diverse communities where English may not be their preferred language.
• Ability to work collaboratively with a diverse and multicultural team.
• Ability to research and interpret Seattle Municipal Code or similar legislative documents.
• Strong skills in multi-tasking competing priorities.
• Excellent customer service and phone etiquette; ability to work with upset/angry individuals.
• Prior experience working at a service counter in a comparable work environment (shifting deadlines and priorities; potentially hostile individuals) is highly desired.

Work Environment/Physical Demands

• Work is performed in an office environment or remotely.
• Work involves dealing directly with licensees who may be upset, angry and/or abusive.
• May be required to work outside of normal shift in the event of an emergency, such as an unscheduled power outage.

Additional Information

Application Process
For optimal consideration, we encourage you to include a cover letter and resume with your application. We encourage you to use your cover letter to discuss why you want to do this work and how you meet the qualifications for the position. Your resume should summarize the talent, experience, knowledge, and skills you bring to this work.
A written test will be administered as part of the selection process to the most qualified applicants with experience that most closely matches the duties of this position.
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Work Environment
This position requires onsite work. Alternative Work Arrangements and hybrid telework schedules for work conducted in a normal office environment may be considered and will be based on operational needs and consistency with FAS policies.
COVID 19 Vaccination Mandate: All City of Seattle employees are required to be fully vaccinated against COVID-19. If selected, you will be required to submit proof of vaccination prior to your start date. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
Background Check: Applicants must successfully pass a background check, which will be conducted in accordance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be given a chance to explain or correct background information and provide verifiable information of good conduct and rehabilitation.
Why work at the City of Seattle?
The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior, our personal commitments, and the ways that we courageously share our perspectives and encourage others to do the same. To cultivate an antiracist culture, we seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures, unlearn the way things have always been done, and provide equitable processes and services.
Employees of the City of Seattle enjoy competitive pay and comprehensive benefits package generous leave programs, and the satisfaction of doing work that helps make Seattle a great place to live, work, and play. Explore City of Seattle – Benefits at a Glance (Download PDF reader) for more information.

The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

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