The Residential Permit and Customer Service Supervisor oversees the efficient operation of the One-Stop-Shop and Permit Counter while prioritizing exceptional customer service and satisfaction. The position also serves as the Senior Residential Plans Examiner.
Under general direction from the Building Official and the Development Services Officer, the Residential Permit and Customer Service Supervisor manages the One-Stop-Shop and Permit Counter team, ensuring smooth permit processing and delivering outstanding customer service. The position performs simple and complex reviews of residential permit submittals and issues the corresponding permits in a timely manner.

• Supervise daily operations of the One-Stop-Shop and Permit Counter, ensuring timely and accurate permit processing.
• Provide guidance and support to staff in handling customer inquiries, complaints, and transactions.
• Collaborate with other departments to streamline processes and enhance customer service delivery.
• Oversee the resolution of permit-related issues and ensure compliance with relevant regulations.
• Performs residential plan reviews on new construction homes as well as various new projects on existing properties.
• Oversee cashiering functions, including billing, verifying payments, and reconciling accounts.
• Monitor and evaluate staff performance, providing training and coaching as needed to maintain high service standards.
• Participates in the hiring process of new employees including reviewing applications, resumes, and performing interviews.
• Develop and implement strategies to improve the overall customer experience at the One-Stop-Shop and Permit Counter.
• Prepare reports and analyze data to identify areas for improvement and implement corrective actions.
• Stay updated on changes in permit regulations and procedures, ensuring staff compliance.
• Foster a positive work environment that promotes teamwork, accountability, and continuous improvement.
• Handle escalated customer inquiries or complaints and ensure prompt resolution.
• Attend regular training sessions for related activities.
• Regularly communicate with elected officials, city management, and staff from other departments.
• Perform related duties and responsibilities as assigned.

• Bachelor's Degree from an accredited college or university with coursework in a related construction or management field preferred.
• Minimum of 5 years of experience in customer service or related field, with 2-3 years in a supervisory role of increasing responsibilities.
• Knowledge of permit processing procedures, local and state regulations, and familiar with the International Building Codes (ICC).
• Any combination of the previous qualifications will be considered.
• Strong communication and interpersonal skills.
• Skilled in de-escalating conflicts.
• Ability to multitask, prioritize workload, and work effectively under pressure.
• Proficiency in computer applications and office software.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Valid Texas driver's license.

 Knowledge, Skills, and Abilities:

• Thorough understanding of permit processing and customer service principles.
• Excellent leadership and team management skills.
• Analytical and problem-solving abilities.
• Ability to effectively communicate with diverse stakeholders.
• Detail-oriented with a focus on accuracy and efficiency.
• Adaptability and willingness to learn new procedures and technologies.
• Strong organizational skills and ability to handle multiple tasks simultaneously.
• Ability to communicate effectively with the public, contractors, developers, elected officials, department heads, and other city staff through in-person contact, phone calls, and by emails.

Other Job Characteristics:

• Occasional overtime may be required.
• Ability to work in a fast-paced environment.
• Willingness to attend training sessions or workshops as necessary.