Permit Services Supervisor (customer Service In Call Center)

Permit Services Supervisor

The Permit Services Supervisor supervises and directs support staff assigned to the administrative functions associated with the intake and issuance of all building permits, the collection of all bureau revenues, the timely and accurate processing of permit and property documents, customer service, phone and building reception.

This job classification is included within the bargaining unit represented by Federation of Public Employees and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Federation of Public Employees. This job classification is in Management Category III for benefits purposes, which includes Six (6) additional Management Vacation days per calendar year and a monthly vehicle allowance of $250.00.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Analyzes and updates department procedures for continued process improvement.
• Interviews candidates for employment.
• Conducts research and manages special project requests though the utilization of various databases and physical records.
• Oversees the daily operations of staff; delegates responsibilities and ensures accountability
• Coordinates and monitors all customer service permitting functions
• Answers escalated permitting inquiries and requests from the general public and business community
• Conducts staff meetings to inform staff, exchange ideas and discuss operational problems and solutions
• Ensures departmental compliance with all policies and procedures to receive and verify accuracy of all documents, forms and applications required for permitting
• Ensures the proper documentation of commercial and residential inspections and notifies appropriate work units: structural, electrical, mechanical, plumbing, etc.
• Performs related work as required

Minimum job requirements:

1. High School Diploma or equivalent
2. Must have three (3) years increasingly responsible administrative and customer service experience.
3. Additional qualifying experience or completion of coursework at an accredited college or university in a job-related field, may substitute on a year-for-year basis for the required experience or education.
4. Two (2) years of supervisory experience
5. Must possess or be able to obtain Notary Public Certification and a Certification as a Permit Technician, issued by the International Code Council (ICC) within six (6) months of hire.
6. If claiming Veterans' Preference, you must attach a copy of the DD214 Member 4 form (or other supporting claim documents) to your on-line application.

Preferred qualifications: Preference will be given to candidates with:

• Associate's Degree.
• Five (5) years of complex customer service work experience.
• Two (2) years lead, senior and/or supervising experience.
• Call center experience.
• Strong focus on performance metrics such as first call resolution and call abandonment rates.
• Proficiency with CRM systems (Accela or similar platforms.

As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads. The position involves medium physical demands, such as exerting up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation. Veterans' preference per Florida law.