Permit Services Team Lead

Customer Service Supervisor

Loudoun County, Virginia is looking for a skilled and motivated Customer Service Supervisor to join the Permits Issuance Division of the Department of Building and Development. The Customer Service Supervisor is responsible for managing and supervising a team of Permit Technicians with daily job functions that include multi-line, high volume call center phone operations, responses to the County's Loudoun Express online customer inquiries and DBD direct emails, front counter in-person customer service, and residential, commercial building and trade permit processing.

This position is one of three customer services supervisors that work together to supervise staff in the Permit Issuance Division, providing oversight and performance planning and evaluation for Permit Technician staff, assisting the Building Permits Manager in developing administrative policies, procedures and training for customer service and permitting operations and assisting the Permit Technicians in completing daily tasks.

What You'll Do:

• Management & Supervision:
  Supervises a team of permit technicians with priority focused on team cohesion, maintaining a positive work culture/environment, administering human resources policies, training and development, workload management, and job performance.
• Customer Service:
  Ensures that the customer service team provides professional, timely and accurate customer service to the public and supports the needs of internal and external stakeholders. Manages a high volume, fast paced customer care center that provides online, phone and walk-in support to the public on matters concerning the process for obtaining building, trade and zoning permits.
• Compliance:
  Ensures team of permit technicians follow established policies and procedures for accepting and issuing building, trade, and zoning permits to comply with regulatory requirements, and provides applicants with quality support necessary to achieve approval for their residential or commercial projects.
• Collaboration:
  
  Work with inter-divisional, inter-departmental, and organizational partners, developers, contractors and the public to assist in navigating through multiple overlapping processes, identify potential issues that may arise, and assist with ensuring that timelines are met, and issues are adequately addressed. Coordinates across departments to provide quality customer service.
• Training and Development:
  Provides staff with the tools, training and guidance to communicate information on permit requirements and procedures in a professional customer service work environment, ensures permit technicians' certifications are current, and promotes professional development opportunities.

What We're Looking For:

• Public Service: A passion for local government and solving complex customer service issues. Experience in the fundamentals of residential and commercial construction, permitting and building code requirements is preferred.
• Leadership and Supervision:
  The ability to inspire and motivate a team, set clear goals, and resolve team conflicts while maintaining a positive work environment. Successful candidate will have demonstrated supervisory skills.
• Customer Service:
  Experience managing a fast-paced, high volume customer service environment and the ability to effectively serve members of the public, including the ability to deal with demanding customers or diffuse volatile customer service situations.
• Mentoring and
  
  Coaching:
  
  Experience in developing staff through training, feedback, and support to enhance skills and performance.
• Communication:
  Excellent analytical and writing skills with the ability to solve complex issues with diplomacy and communicate requirements and procedures clearly, concisely, and…