Job Title

Job Family

Job Code

Job Exempt

Customer Service Manager

Non_Bargaining

ACM09

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

NB113

Salary

$34.60

$44.11

$53.62

Job Description

Is responsible for the overall operation of the Customer Service Center in the Permitting Department. Exercises discretion, tact, and diplomacy with respect to permitting procedures, code requirements, policy, and procedures. Supervises and coordinates permit technicians and plans review staff that are responsible for the issuance of construction permits and occupational licenses. Serves as a liaison with the City Planning Division and Code Enforcement Division. Work is performed under the supervision of the Permitting Division Manager.

Minimum Qualifications:

Bachelor's Degree in City Planning or related field, some supervisory experience, and four (4) years responsible experience in current planning and zoning work, with an emphasis on day-to-day implementation and the application of zoning/land development regulations; or an equivalent combination of education, training, and experience.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Coordinates, assigns, reviews, and supervises plan reviews and permitting activities to ensure consistent application of Division policies.

Establishes and ensures maintenance of records; evaluates internal operating procedures; develops and implements new methods to standardize operations and maintain efficient work flow; and assists staff in resolving operational problems or non-routine matters.

Provides technical assistance to staff and the public in the interpretation and application of land development regulations; supervises staff responsible for disseminating that information.

Provides back-up assistance to plans examiners and works with them in reviewing building plans.

Conducts interviews of job applicants; recommends employment; conducts orientation and training of new employees in their job responsibilities; and assesses employee performance and recommends appropriate actions as needed.

Ensures correspondence is appropriately and promptly answered for internal/external customers; conducts research and responds to requests for Permitting, Code Enforcement, Planning, and Central Payroll; acts as a liaison between developers and Permitting Services for new projects; and uses determinations, non-conforming statutes, etc.; and/or requests for general information on matters relating to various departments for particular properties.

Coordinates and conducts the research, the review, and approval of applications for alcoholic beverage licenses, occupational licenses, tent permits, house moving permits, and home occupation requests.

Monitors budgetary expenditures; participates in annual fiscal budget preparation meetings; schedules and attends staff meetings.

Collects, assembles, researches, and analyzes data to assist various departments, along with internal and external customers.

Responds to management directives and concerns; provides input to senior staff; develops solutions and responses to complex permitting issues; and assists senior staff and Commissioners’ Office with permitting related issues by following up with external customers via email, phones, and face-to-face.

Provides technical support to field representatives and responsible supervisor staff.

Coordinates with Public Works, Parks and Recreation, and other departments and bureaus involved in the permitting process in accomplishing plan review.

Conducts and coordinates LDC classes to keep staff abreast of code contents.

Develops tools and procedures required to accomplish plan review such as site plan checklists and desk manuals.

Coordinates and conducts training for related computer software.

Assists supervisors with assigning daily tasks (Business Tax, Digital, Amazon Web Service and Project Dox) to the permit technicians; assists permit technicians with external customers inquiries; and tracks permit technicians’ productivity using Power BI report.

Approves Kronos bi-weekly; approves/denies leave requests; completes probationary and annual performance reviews; tracks supervisors’ attendance and issues the appropriate disciplinary action per policies and procedures; assists supervisors daily based on the needs of the office; and signs off and submits emails for staff promotions.

Completes job functions of a customer service supervisor as needed including assistance with AWS calls, emails, process applications, Pdox tasks, lunch/break schedules, front desk, face-to-face customers, and updating contractor licenses.

Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of zoning codes and land subdivision ordinances and the methods and procedures by which they are administered and enforced.

Some knowledge of financial recordkeeping and report writing.

Some knowledge of landscape materials.

Ability to maintain accurate and complete records.

Ability to read site plans and technical drawings.

Ability to communicate moderately complex ideas and information, both verbally and in writing.

Ability to establish and maintain effective working relationships with employees and the general public.

Ability to develop work plans and schedules, coordinate activities with others, and evaluate work product for accuracy and completeness.

ADDITIONAL QUALIFICATIONS FOR PROMOTION: N/A.