Permit and Customer Service Supervisor

Description of Primary Purpose

Essential Duties and Responsibilities

Customer Service & Communication: Communicates policies and provides direct support to walk-up customer service counter, email, on-line, and phone operations, as needed, to ensure customer service standards are met. Provides information to the public on status of permit submissions, permit requirements, utility locations, and other matters. Coordinates the distribution of permit information to the appropriate staff in other departments and work units within Community Development. Responsible for supervising, training, evaluating the performance of, and solving issues related to, the Building Division’s front desk customer service and record keeping operation.

Maintains and supervises the maintenance of high-quality electronic and paper records systems for permitting, enforcement and monitoring activities. Oversees and performs work associated with the fulfillment of freedom of information act (FOIA) requests related to Building Division.

Permit Processing & Coordination: Assists in the provision and coordination of accurate, complete and timely permit issuance and close out. Performs quality control to ensure that application requirements are 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, contractors, staff and Division Manager as needed.

Financial Transaction Management: Responsible for, and supervises others in, the performance of money handling tasks related to permit transactions including: balancing cash draw, fee calculations, processing invoices, deposits, letters of credit and refunds among other financial processing and reporting tasks. Ensure compliance with City’s financial policies and internal control procedures.

Reporting & Process Improvement: Performs activity analysis and creates periodic reports to assist management in decision-making. Researches records, and provides assistance with problem resolution. Assists management in the identification and development of policies, procedures and process improvements. Receives and documents complaints, identifies staff responsible for follow-up and assists management with complaint resolution as needed.

Perform other tasks as required. May occasionally observe/participate in field inspections with inspectors.

Education and Experience

Education: An Associate Degree in business, communications, administrative / office management or related field, or a High School Degree and considerable direct work experience in governmental permitting office.

Experience: Three to five years of experience in a busy customer service environment and 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 retrieval, reporting and analysis.

Certification or License: Must obtain International Code Council – Certified Permit Tech certification within 12 months of hire.

Preferred Education and Experience: Bachelors Degree with some supervisory experience. Experience using Tyler EP&L, Edens, or other similar database systems. International Code Council – Certified Permit Tech.

Required Knowledge, Skills, and Proficiencies:

Successful candidates are detailed oriented and possess strong organizational, critical thinking and problem solving skills; and:

• Possess a high level of customer service, interpersonal and team building skills;
• Willingness and ability to learn, work hard, think creatively and work collaboratively;
• Ability to establish and maintain effective working relationships with the general public, residents, property owners, contractors, craftsmen, city staff, and the development community.
• Ability to prioritize, organize and complete required duties in a timely and accurate fashion; ability to take responsibility for actions and decisions at individual and organizational levels;
• Ability to maintain work performance in a demanding customer service environment;
• Ability to proactively take action to achieve established goals without constant supervisory direction;
• Have the ability to manage multiple simultaneous projects effectively and exhibit flexibility regarding changing work assignments;
• Possess strong oral and written communication, and interpersonal skills;
• Ability and willingness to learn and improve operational processes;
• Knowledge of customer service operations and modern office practices and procedures;
• Knowledge of arithmetic and ability to execute financial transactions related to the collection and processing of various fees, deposits and refunds proficiently.
• Strong computer skills and knowledge of standard office productivity software (Microsoft Office (Word & Excel), various web-browsers and Adobe Acrobat);
• Ability and willingness to foster a positive and safe work environment;